Description

About the Company

ACKO is a digital-first protection platform trusted by over 200 million customers across India. Established in 2016, ACKO redefines traditional insurance models by focusing on customer-centric, tech-enabled services. Their mission is to simplify insurance with features like zero commission, zero paperwork, instant renewals, same-day claim settlements, and app-based claim tracking. ACKO is more than just an insurance provider—it’s a fast-growing product-tech company that empowers employees (“Ackers”) to innovate, grow, and make a meaningful impact. With a bold and inclusive culture, ACKO fosters creativity and collaboration across teams.

About the Role

As a Fleet Supervisor, you will be responsible for managing the field executive (FE) team, ensuring operational excellence in task assignment, execution, and customer service. The role requires strong coordination with internal teams and front-line personnel to resolve customer issues, meet KPIs, and enhance service quality.

Key Responsibilities:

• Plan and assign daily tasks to the FE team based on task inflow and priority.
• Handle customer complaints and escalate issues to Team Leads (TLs) for resolution.
• Ensure all tasks are completed on time and meet predefined quality standards.
• Monitor real-time operations and track field executive activities to maintain daily operational metrics.
• Act as the communication bridge between FEs and ACKO management, ensuring timely resolution of customer issues.
• Maintain and verify all documentation and records as per Standard Operating Procedures (SOPs).
• Take full ownership of the end-to-end customer experience and drive initiatives to enhance satisfaction.
• Build and maintain a strong FE team through mentoring, feedback, and performance management.
• Collaborate with internal departments to streamline processes and introduce improvements.
• Regularly monitor and work towards improving CSAT (Customer Satisfaction), NPS (Net Promoter Score), and CES (Customer Effort Score) metrics.

Key Skills:

Team supervision, Customer service, Operational management, Field operations, Task assignment, Escalation handling, Process improvement, Communication skills, Documentation management, Quality assurance, Training and mentoring, CSAT/NPS/CES metrics, Stakeholder coordination

Requirements:

• Experience managing field teams or operational staff is preferred
• Strong problem-solving and escalation handling capabilities
• Excellent verbal and written communication skills
• Ability to track and manage operational KPIs
• Knowledge of SOPs and documentation practices
• Passion for improving customer experience through process improvement
• Leadership qualities to motivate and train field executives
• Flexibility to manage fast-paced, real-time operational environments