JOB DESCRIPTION:

Position Name :Process Manager / Call Centre Manager

Reporting to :CEO

Education

Any Graduate

Salary

As per industry up to 5 TO 7 LPA

Office Timing

11am to 8pm

Job Location

Bhandup (W), Mumbai 400078

Experience

Team Handling Experience (preferably over 5+ years) in Insurance Broking.

Job Type

Full time

Position Summary

The ideal candidate will have extensive experience in managing an insurance telesales operation; providing leadership to a team of sales individuals, and developing, training and managing teams and individuals to produce business results in a fast-paced environment.

Key Roles and Responsibilities:

Call Centre Operations and Business Outcomes

- Ensure daily operations for the telesales center (floor operations) run smoothly (maintaining productive flow on the call center floor).

- Drive the key business outcome metrics (i.e., production, average ticket size, lead conversion rates, team productivity) to achieve a preferred return on investment (ROI).

- Ensure that the team adheres to company policies; regulatory guidelines; and establishes a customer focused sales culture by promoting teamwork and collaboration within the team.

- Use daily management information systems (MIS) along with reporting documentation and performance tracking to measure the operational performance of the call center.

Team Leadership and Management

- Provide team direction to Telesales Relationship Managers and Authorized Verifiers. • Manage the recruitment, onboarding, and performance of the call center departments.



• Coach/Mentor the individuals and provide training in either improving the ability of the individual or their knowledge of the product provide service to customers with.

- Manage the teams’ engagement level; motivating the team; attrition.

Training & Quality Assurance

- Hold regular trainings on products, selling techniques, compliance, and soft skill development for all associates

- Monitor calls and interactions to ensure that the sales quality, compliance and customer service standards are being met

- Provide feedback and coaching to associates in order to improve converting, as well as enhancing the total customer experience

- Monitor associates' activities to ensure compliance with quality benchmarks and regulatory standards established for all Telesales activities.

- Stakeholder & Process Coordination

- Work alongside internal operational, underwriting, claims, and finance teams in order to ensure proper and timely issuance and servicing of policies.

- Partner with internal stakeholders to resolve customer escalations, handle endorsements and address inquiries related to claims.

- Support high value customer and critical case handling.

Market Awareness & Process Improvement

- Maintain current knowledge of industry trends, competition,



and regulatory changes impacting the insurance marketplace.

- Identify opportunities to improve sales process, lead management and operational efficiency. • Utilize best practices to increase sales production and quality metrics throughout the telesales centre.

Key Performance Indicators (KPI's) -Telesales Centre:

- Telesales Centre productivity metrics (sales production and revenue; ratios for converting leads to sales). • Use of AVERAGE TICKET SIZE metrics (sales production based on sales tickets).

- Policy Issuance metrics (all issuance volumes using current quality standards).

- Team productivity and attrition levels.

- Reduction of cancellations and endorsements through quality selling

Skills & Competencies:

- Strong leadership and team management skills.

- High analytical and performance-based monitoring skills.

- Excellent communication and presentation skills.

- Robust relationship management and stakeholder coordination skills.

- Problem Solving Mindset and Proactivity for Issue Resolution.

TACTICAL/OPERATIONAL/EXECUTIVE LEADERSHIP FOCUS (CUSTOMER)

- Strong Interpersonal Skills, Service Orientation (Customer Service)

- 2 - 5 Years as a Process / Team Lead / Operations Manager in Insurance Broking or Advisory • Companies and Prior Experience Managing a Large Telesales or BPO Team Will Be Preferable • Be a Graduate or Post Graduate in Any Discipline

- Strong Knowledge of Products, Processes and Compliance Related to Insurance, Telesales

Pay: ₹500,000.00 - ₹700,000.00 per year

Work Location: In person

📌 Call Centre Manager (Insurance Broking ) (Bhandup)
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