About the Opportunity A leading organization in the insurance services industry is seeking an experienced Senior Manager, Contact Center Operations to lead a high-performing customer service organization supporting life insurance operations.

This leadership role is responsible for driving operational excellence, developing managers and frontline teams, ensuring exceptional customer experiences, and partnering with internal and external stakeholders to deliver outstanding service. The ideal candidate is a people-first leader with solid operational discipline, contact center expertise, and experience in regulated financial services.

Contact Center Leadership

Lead, coach, and develop a team of contact center supervisors and/or customer service professionals.

Conduct regular coaching sessions, performance reviews, and career development discussions.

Address performance challenges through effective coaching and leadership.

Manage daily contact center operations, staffing, scheduling, and workforce coverage.

Monitor service levels, productivity, quality, and key operational metrics.





Identify operational risks and implement process improvements that enhance customer experience and team performance.

Serve as the primary operational contact for business stakeholders regarding service delivery and escalated issues.

Analyze operational performance, identify trends, and develop action plans to improve results.

Collaborate with Quality Assurance, Training, Workforce Management, and other cross-functional teams to improve service delivery.

Coaching & Continuous Improvement

Provide ongoing coaching through call reviews, quality feedback, and performance observations.

Partner with Quality Assurance to ensure adherence to regulatory requirements and internal quality standards.

12+ years of professional experience, including at least 5 years leading contact center operations.

~ Strong people leadership, coaching, and talent development experience.

~ Excellent commun

📌 Senior Manager, Contact Center Operations (India)
🏢 Confidential Employer
📍 India