“Operations – Life & Annuities (L&A) Insurance & Distribution Contact Centre”
Role Overview
· 14+ years of experience in large managed contact centres supporting international insurance markets (primarily US, UK & Australia), with a strong focus on Life Insurance and Annuities servicing.
· Strong awareness of a blended, digital-first operating model across voice + chat + email + messaging + portal/self-service.
· Must bring deep Life & Annuities insurance domain expertise, including policy servicing, benefits support, and customer lifecycle management.
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Key Knowledge Required
1. Contact Centre Technology Leadership (Hands-on + Strategic)
· Adequate knowledge across the contact centre technology stack and modernization roadmap:
o CCaaS / ACD / IVR, skills-based routing, callback, speech & text analytics, Quality Management (QM)
o CRM / Case management integrations (Salesforce, Dynamics, ServiceNow as applicable)
o Workforce Management (forecasting, scheduling, shrinkage, real-time adherence)
o Digital channels: chat, messaging, social, email routing, co-browse (where applicable)
o Automation: RPA, workflow orchestration, agent assist, GenAI-based summarization (where regulatory-approved).
Source: Tata Consultancy Services careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Tata Consultancy Services is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official com... Read More
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