Key Responsibilities
People Performance Management
- Lead, coach, and monitor a team of insurance agents handling inbound/outbound calls, emails, and chats
- Conduct regular one‑on‑one coaching, performance reviews, and corrective actions as required
- Support agent skill development on insurance products, underwriting basics, claims processes, and customer handling
- Drive engagement, morale, and succession planning and retention within the team
- Set clear expectations and accountability for KPIs, behavior, and compliance
- Conduct regular performance calibrations, coaching reviews, and talent development planning
Insurance Operations Compliance
- Ensure adherence to insurance regulations, licensing requirements, HIPAA, PCI, and data‑privacy standards (as applicable)
- Oversee and Reinforce compliance with scripts, disclosures, call flows, documentation and audit requirements
- Escalate regulatory, compliance, or risk concerns to management promptly
- Partner with Compliance and QA teams to address audit findings and reduce regulatory risk through coaching and corrective action
Quality Customer Experience
- Ensure consistent delivery of accurate information related to policies, coverage, billing, endorsements, and claims
- Partner with QA to improve call quality, documentation accuracy, and regulatory compliance scores
- Drive first‑call resolution (FCR) while maintaining accuracy and compliance
- Address customer escalations and complex cases effectively
Operational Management
- Own delivery against SLAs including Service Level, Quality, Accuracy, CSAT, and Productivity
- Ensure schedule adherence, attendance compliance, and productivity management
- Monitor real‑time and historical KPIs including AHT, Quality, CSAT, Conversion, Accuracy, and Compliance
- Support workload balancing during peak volumes (renewals, open enrollment, catastrophe events, etc.)
- Partner with Workforce Management to align staffing, schedules, and capacity planning
- Manage operational readiness during peak periods such as renewals, open enrollment, or catastrophe events
- Address escalations, exception cases, and complex customer or carrier issues
Reporting Stakeholder Communication
- Prepare and maintain daily/weekly/monthly performance and compliance and trend analysis
- Communicate performance trends, risks, and action plans to leadership
- Participate in internal reviews, audits, and client or carrier meetings as required
- Support QBRs, audits, and business reviews with structured insights and action plans
Financial PL Management
- Manage operating costs, productivity, and margins in alignment with budget and PL targets
- Identify efficiency opportunities through process optimization, staffing models, and technology enablement
- Monitor shrinkage, overtime, and utilization to ensure cost control
Continuous Improvement Change Management
- Drive continuous improvement initiatives to reduce defects, rework, and complaints
- Support implementation of new insurance products, regulatory changes, and client requirements
- Promote a culture of accountability, quality, and customer‑centric service
Key Performance Indicators (KPIs)
- SLA Service Level attainment
- Quality Compliance Scores
- CSAT / NPS
- Accuracy Audit Pass Rates
- Productivity / AHT (program dependent)
- Attendance Schedule Adherence
- Team Attrition Engagement
- Financial performance vs. budgetKey Responsibilities
People Performance Management
- Lead, coach, and monitor a team of insurance agents handling inbound/outbound calls, emails, and chats
- Conduct regular one‑on‑one coaching, performance reviews, and corrective actions as required
- Support agent skill development on insurance products, underwriting basics, claims processes, and customer handling
- Drive engagement, morale, and succession planning and retention within the team
- Set clear expectations and accountability for KPIs, behavior, and compliance
- Conduct regular performance calibrations, coaching reviews, and talent development planning
- Insurance Operations Compliance
- Ensure adherence to insurance regulations, licensing requirements, HIPAA, PCI, and data‑privacy standards (as applicable)
- Oversee and Reinforce compliance with scripts, disclosures, call flows, documentation and audit requirements
- Escalate regulatory, compliance, or risk concerns to management promptly
- Partner with Compliance and QA teams to address audit findings and reduce regulatory risk through coaching and corrective action
•
Quality Customer Experience
- Ensure consistent delivery of accurate information related to policies, coverage, billing, endorsements, and claims
- Partner with QA to improve call quality, documentation accuracy, and regulatory compliance scores
- Drive first‑call resolution (FCR) while maintaining accuracy and compliance
- Address customer escalations and complex cases effectively
- Operational Management
- Own delivery against SLAs including Service Level, Quality, Accuracy, CSAT, and Productivity
- Ensure schedule adherence, attendance compliance, and productivity management
- Monitor real‑time and historical KPIs including AHT, Quality, CSAT, Conversion, Accuracy, and Compliance
- Support workload balancing during peak volumes (renewals, open enrollment, catastrophe events, etc.)
- Partner with Workforce Management to align staffing, schedules, and capacity planning
- Manage operational readiness during peak periods such as renewals, open enrollment, or catastrophe events
- Address escalations, exception cases, and complex customer or carrier issues
•
Reporting Stakeholder Communication
- Prepare and maintain daily/weekly/monthly performance and compliance and trend analysis
- Communicate performance trends, risks, and action plans to leadership
- Participate in internal reviews, audits, and client or carrier meetings as required
- Support QBRs, audits, and business reviews with structured insights and action plans
- Financial PL Management
- Manage operating costs, productivity, and margins in alignment with budget and PL targets
- Identify efficiency opportunities through process optimization, staffing models, and technology enablement
- Monitor shrinkage, overtime, and utilization to ensure cost control
- Continuous Improvement Change Management
- Drive continuous improvement initiatives to reduce defects, rework, and complaints
- Support implementation of new insurance products, regulatory changes, and client requirements
- Promote a culture of accountability, quality, and customer‑centric service
•
Key Performance Indicators (KPIs)
- SLA Service Level attainment
- Quality Compliance Scores
- CSAT / NPS
- Accuracy Audit Pass Rates
- Productivity / AHT (program dependent)
- Attendance Schedule Adherence
- Team Attrition Engagement
- Financial performance vs. budget
