Role Overview
We are looking for a seasoned Operations Manager to build and lead our high-performance insurance contact center. You will be responsible for the end-to-end service delivery strategy, from workforce management (WFM) to regulatory compliance. Your mission is to ensure that our "Go-Live" phase transitions into a reliable, scalable, and world-class customer excellence department.
Strategic Responsibilities
● Departmental Strategy: Design and implement the operational framework for both
inbound service and outbound sales support.
● Performance Architecture: Define and take ownership of "North Star" metrics: SLA
(Service Level Agreements), AHT (Average Handle Time), FCR (First Call Resolution),
and NPS/CSAT.
● Workforce Management: Oversee capacity planning, shift rotation, and headcount
forecasting to match the rapid growth of our merchant base.
● Insurance Compliance: Ensure 100% adherence to industry regulations (e.g., IRDAI
guidelines, Data Privacy/GDPR). Conduct regular audits on call recordings for quality
and legal compliance.
● Setting up team and agent level sales targets, ensuring targets are met etc.
● Stakeholder Management: Act as the bridge between Product, Marketing, and Field
Sales to ensure the call center is aligned with broader company goals.
Required Leadership Skills
● Industry Experience: 7+ years in contact center operations, with at least 3-4 years
specifically in the Insurance domain (Claims, Renewals, or Underwriting support).
● Leadership: Proven experience managing a large-scale team through subordinate Team
Leads and Supervisors.
● Data-Driven Mindset: Ability to turn raw call data into actionable insights and executive-level
reports.
● Process Improvement: Lean Six Sigma or COPC certification is a significant plus.
● Launch Experience: Prior experience in a "Go-Live" or "Zero-to-One" st