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.
• Managership & Coaching
• Lead, mentor, and evaluate a team of Telesales Team Leader 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 preferred, Bachelor’s degree in Business Administration, Healthca
📌 Operations Manager (Mumbai)
🏢 Enigma
📍 Mumbai