Customer Care Supervisor

Jobtailor; Pune District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Jobtailor in Pune is seeking an experienced supervisor to lead customer service teams in insurance processes, ensuring compliance and delivering high-quality experiences for both internal and external clients.

You will monitor performance metrics, design and implement improvement plans, coach staff, and collaborate with leaders on process enhancements while maintaining regulatory knowledge and strong English communication.

Qualifications

• Bachelor’s degree preferred.
• 3–6 years in insurance processes (BPO/GCC).
• 1–2 years in a senior service support role, preferably in insurance customer service.
• Recent leadership experience required.
• Fluent in English (written & spoken).
• Experience in US Property & Casualty Insurance preferred.

Responsibilities

• Supervises team members to enhance customer experiences for internal and external clients.
• Leads team to improve performance and achieve organizational goals.
• Monitors team performance metrics (customer experience, work quality, compliance).
• Develops and implements performance improvement plans.
• Ensures members meet performance goals; communicates metrics to team and management.
• Handles customer inquiries and collaborates on process improvements.
• Stays current with procedures, contractual provisions, and regulatory requirements.
• Participates in professional development and industry courses.

Skills

Leadership

People Management

Effective Communication

Coaching & Development

Process Improvement

Regulatory Compliance

Insurance Customer Service

Education

Bachelor’s degree preferred

Tools

Power BI

Chat Management Platforms

Case Management Platforms

Job description

• Supervises team members to enhance customer experiences for internal and external clients.
• Focuses on compliance with risk acceptability guidelines and achieving profitable business outcomes.
• Leads team to improve performance and contribute to organizational success.
• Monitors team performance metrics such as customer experience, work quality, and compliance with regulations.
• Creates and implements performance improvement plans tailored to individual team member skills.
• Ensures team members meet individual and collective performance goals.
• Regularly communicates performance metrics to team members and management.
• Engages with customer inquiries as needed.
• Collaborates with other leaders to develop and implement process improvements and special projects.
• Maintains current knowledge of procedures, contractual provisions, and regulatory requirements.
• Participates in professional development through industry-related courses and seminars.
• Advocates for the organization's overall strategy and core values.

Requirements

• Bachelor’s degree preferred.
• 3 to 6 years of experience in insurance processes, including BPO/GCC.
• 1 to 2 years of experience in a senior service support role, preferably in insurance customer service.
• Recent leadership experience required.
• Fluent in English, both written and spoken.
• Experience in US Property & Casualty Insurance customer service preferred.
• Strong people management skills.
• Effective communication abilities.
• Coaching and development skills.
• Experience with chat and case/alert management platforms.
• Familiarity with Power BI is desirable.

Core Competencies

Demonstrates strong leadership and people management skills to enhance customer experiences and achieve performance goals. Proficient in compliance with regulations and experienced in insurance processes, particularly in customer service.

Highest-signal resume keywords

• Leadership Experience
• People Management Skills
• Insurance Customer Service
• Performance Improvement Plans
• Effective Communication

ATS Optimization Keywords

Hard Skills

• Insurance Processes
• Performance Metrics Monitoring
• Coaching and Development
• Process Improvement
• Regulatory Compliance

Soft Skills

• Effective Communication Abilities

Industry Keywords

• US Property & Casualty Insurance
• BPO
• GCC

Tools & Technologies

• Chat Management Platforms
• Case Management Platforms
• Power BI