Key Result areas

Revenue & Business Delivery

Own daily/weekly/monthly sales targets (premium, policies, conversion, activation) for the telesales channel.
Drive funnel management: leads allocation, contactability, appointment/closure rates, and persistency (where applicable).
Build action plans to improve core KPIs: conversion %, premium per case, connect rate, talk time effectiveness, and closure TAT.
Coordinate with Marketing/Alliances for lead quality improvement and optimize lead mix.

Team Leadership & Governance

Lead and manage the leadership layer: Team Leads and 2 Floor Managers; ensure explicit cadence of reviews and accountability.
Ensure staffing and roster planning to meet peak-hour productivity; manage attrition impact and backfills.
Set performance standards, conduct regular performance reviews, and drive PIPs where needed.
Coach Floor Managers/TLs on daily huddles, real-time floor control, and problem-solving.

Process, Quality & Compliance

Ensure 100% adherence to regulatory and internal compliance (IRDAI guidelines, scripts, disclosures, call recording norms,



consent, KYC documentation).
Own quality metrics: audit scores, script adherence, mis-selling prevention, complaint reduction, and customer communication standards.
Partner with QA/Compliance teams to run calibrations, close gaps, and implement corrective actions.

Performance Management & Analytics

Build a data-driven operating rhythm: hourly dashboards, daily performance reviews, weekly business reviews (WBR), monthly business reviews (MBR).
Analyze trends on leads, conversion, productivity, QA, and cancellations; drive structured interventions and experiments.
Ensure accurate reporting and forecasting; identify risks and mitigation plans early.

Training, Coaching & Capability Building

Partner with Training to ensure induction, refreshers, product/process updates, objection handling, and sales skill programs.
Create coaching frameworks for TLs and agents; ensure consistent 1:1 coaching an

📌 Lead- TeleSales (India)
🏢 Aditya Birla Health Insurance Company
📍 India