_ CENTRE HEAD-TELESALES

Position: Centre Head Telesales

Industry: Health Insurance

Function: Sales / Contact Centre

Team Size: 50 to 70+ employees

Location: Gurugram

Role Overview

We are looking for an experienced Call Centre Head to manage and drive a 50+ member sales call centre in the health insurance domain. The role will be responsible for overall sales performance, team productivity, conversion, quality, customer experience, and operational efficiency.

Key Responsibilities

- Manage the overall operations of a 50+ member sales call centre.
- Drive daily, weekly, and monthly health insurance sales targets.
- Lead and manage Call Centre Managers, Team Leaders, and Sales Executives.
- Monitor key sales metrics including conversion, productivity, talk time, revenue, lead utilisation, and target achievement.
- Develop strategies to improve sales conversion and team productivity.
- Ensure effective utilisation and follow-up of leads to maximise sales opportunities.
- Monitor call quality, sales processes, and adherence to defined SOPs.
- Work closely with Training and Quality teams to improve sales performance.
- Analyse MIS and performance dashboards to identify gaps and drive corrective actions.
- Drive performance management, coaching, and capability building across the sales team.
- Manage manpower planning,



hiring requirements, attrition, and employee productivity.
- Ensure adherence to company policies, regulatory requirements, and health insurance sales processes.
- Collaborate with Product, Operations, Technology, and other teams to resolve business and process challenges.

Candidate Profile

- 8 to 12+ years of experience in Call Centre / Contact Centre Sales.
- Mandatory experience in the Health Insurance / Insurance industry.
- Proven experience managing a large sales call centre of 50+ employees.
- Solid understanding of health insurance sales and telesales processes.
- Experience managing multiple layers of sales teams and Team Leaders.
- Strong analytical and data-driven approach to sales management.
- Excellent leadership, communication, and people-management skills.
- Strong track record of achieving sales targets and improving conversion and productivity.
- Comfortable working in a high-volume, target-driven sales environment.

Key Performance Indicators (KPIs)

- Sales / Revenue Achievement
- Conversion Rate
- Lead-to-Sale Ratio
- Team Productivity
- Revenue per Agent
- Lead Utilisation & Follow-up
- Call Quality
- Attrition & Team Stability
- Cost per Sale
- Overall Call Centre Performance

📌 Centre Head Tele sales (Gurugram)
🏢 Apollo 247
📍 Gurugram