Job Title:
Team Leader , Operations
Job Description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Key Responsibilities

• Operations & Floor Management

· Oversee daily operations of the health insurance telesales floor to ensure high call connectivity, low drop rates, and optimal agent utilization.
· Monitor real-time queue metrics, call flows, and conversion dashboards to meet daily, weekly, and monthly sales quotas.
· Manage dialer infrastructure, CRM routing, and lead-allocation rules in partnership with the IT and tech support teams.

• Team Leadership & Coaching

· Lead, mentor, and evaluate a team of Telesales Team members and Health Insurance Sales Representatives.
· Conduct regular call listening, pitch evaluations, and 1-on-1 coaching sessions to improve objection handling and product pitching.




· Drive employee engagement, manage shift rosters, control attrition, and conduct regular training on recent health insurance policies and riders.

• Compliance & Quality Assurance

· Ensure all sales pitches, policy explanations, and customer disclosures strictly comply with regulatory guidelines (e.g., IRDAI norms, HIPAA/data privacy protocols).
· Partner with the Quality Assurance (QA) and Risk/Compliance teams to audit recorded calls and resolve customer escalations or grievance reports.

• Performance Analytics & Reporting

· Track key performance indicators (KPIs) including AHT (Average Handle Time), conversion rate, First-Call Resolution (FCR), cost per acquisition (CPA), and overall Gross Written Premium (GWP).
· Prepare daily, weekly, and executive reporting on sales pipeline health, campaign performance, and target vs. actual variances.
Qualifications & Requirements

Education: Graduation in any stream is pref

📌 Team Leader (Mumbai)
🏢 CNX
📍 Mumbai