Job highlights

- 5-8 years in telesales or outsourced call center management with expertise in CRM and dialer platforms in Life Insurance/BFSI
- Manage telesales operations, outsourced call centers, campaign performance, vendor governance, and compliance to drive sales and productivity

Assistant Manager / Manager Digital Business Unit

Department: Digital Business Unit

Location: Delhi

Experience: 5-8 Years

Qualification: Graduate (MBA/ Executive MBA preferred)

Industry Preference: Life Insurance / BFSI

Job Summary

We are seeking a dynamic and result-oriented skilled to manage and drive telesales operations, outsourced call center performance, and digital lead conversion. The role involves end-to-end responsibility for business delivery, campaign management, vendor governance, dialing strategy, team development, and process compliance to achieve revenue and productivity objectives.

Key Responsibilities

Business Delivery & Call Center Management

- Drive monthly sales targets and improve lead conversion through effective telesales strategies.
- Manage and oversee outsourced call center operations to ensure business objectives are achieved.
- Develop and execute initiatives to improve call center productivity and operational efficiency.
- Forecast lead volumes and plan resources to optimize business performance.
- Monitor campaign performance and implement corrective actions to improve results.

Campaign & Performance Management
- Track and analyze campaign-wise performance, productivity, and conversion metrics.
- Work closely with CRM and Dialer teams to align calling strategies with business requirements.
- Plan staffing requirements based on lead inflow and campaign projections.
- Design, implement, and monitor incentive programs to drive performance improvements.
- Manage reporting, dashboards, MIS, and business reviews for leadership.





Team & Vendor Management
- Lead, mentor, and develop high-performing teams.
- Manage relationships with outsourcing partners and vendors.
- Ensure quality standards and customer experience benchmarks are maintained across all operations.
- Collaborate with internal stakeholders to enhance customer engagement and business outcomes.

Compliance & Governance
- Ensure adherence to IRDAI Distance Marketing Guidelines, TRAI regulations, and internal compliance requirements.
- Monitor audit readiness and implement corrective actions where required.
- Drive process improvements based on customer feedback and Voice of Customer (VOC) insights.

Desired Candidate Profile

Experience

- 5-8 years of experience in telesales, call center operations, or outsourced contact center management.
- Experience in Life Insurance, BFSI, Banking, Financial Services, or Digital Sales operations is preferred.
- Proven experience in managing outsourced call center partners and large-scale sales campaigns.
- Exposure to online insurance sales or digital business channels will be an added advantage.

Knowledge & Skills
- Strong understanding of Life Insurance products and business processes.
- Expertise in CRM platforms, Dialer Management, and Contact Center Operations.
- Experience in outbound campaigns, lead management, SMS, Email, and digital engagement programs.
- Strong analytical and business planning capabilities.
- Proficiency in MIS reporting and performance management.

Key Competencies

- Strategic Thinking
- Leadership & Team Management
- Stakeholder & Vendor Management
- Communication & Presentation Skills
- Relationship Management
- Problem Solving & Decision Making
- Influencing & Negotiation Skills
- Customer Centricity

Preferred Background Candidates from Life Insurance, BFSI, Banking, Online Sales, Contact Centers, BPO, Telemarketing, or Digital Distribution channels will be preferred.

📌 Training Manager (Delhi)
🏢 TATA AIA LIFE INSURANCE
📍 Delhi