Call Centre Manager (Insurance Broking )

Attitude360; Mumbai; On-site; INR 500,000 - 700,000; Full time

Job summary

Attitude360 is seeking a Process Manager / Call Centre Manager to lead the telesales operations in Mumbai. You will manage a team of relationship managers and telesales staff, drive performance metrics, ensure compliance, and deliver targeted business outcomes in a fast-paced insurance environment.

The ideal candidate has 5+ years of team leadership experience in insurance broking, strong communication and analytical skills, and a proven track record of coaching and delivering results.

Qualifications

• Graduate with 5+ years of experience in Insurance Broking.
• Strong leadership and people management skills.
• Experience in managing telesales or BPO teams preferred.
• Good knowledge of regulatory guidelines and compliance.

Responsibilities

• Oversee telesales floor operations and ensure productive call center flow.
• Drive key metrics: production, average ticket size, lead conversion, and productivity.
• Ensure adherence to company policies, regulatory guidelines, and customer-focus culture.
• Provide training, coaching, and performance feedback to associates.
• Coordinate with underwriting, claims, and finance teams for timely policy issuance and servicing.

Skills

Team Leadership

Analytics

Communication Skills

Stakeholder Coordination

Problem Solving

Education

Any Graduate

Job description

JOB DESCRIPTION:

Position Name :Process Manager / Call Centre Manager

Reporting to :CEO

Education Any Graduate

Salary As per industry up to 5 TO 7 LPA

Office Timing 11am to 8pm

Job Location Bhandup (W), Mumbai 400078

Experience Team Handling Experience (preferably over 5+ years) in Insurance Broking.

Job Type Full time

Position Summary The ideal candidate will have extensive experience in managing an insurance telesales operation; providing leadership to a team of sales individuals, and developing, training and managing teams and individuals to produce business results in a fast-paced environment.

Key Roles and Responsibilities:

Call Centre Operations and Business Outcomes

• Ensure daily operations for the telesales center (floor operations) run smoothly (maintaining productive flow on the call center floor).
• Drive the key business outcome metrics (i.e., production, average ticket size, lead conversion rates, team productivity) to achieve a preferred return on investment (ROI).
• Ensure that the team adheres to company policies; regulatory guidelines; and establishes a customer focused sales culture by promoting teamwork and collaboration within the team.
• Use daily management information systems (MIS) along with reporting documentation and performance tracking to measure the operational performance of the call center.

Team Leadership and Management

• Provide team direction to Telesales Relationship Managers and Authorized Verifiers. Manage the recruitment, onboarding, and performance of the call center departments. Coach/Mentor the individuals and provide training in either improving the ability of the individual or their knowledge of the product provide service to customers with.
• Manage the teams engagement level; motivating the team; attrition.

Training & Quality Assurance

• Hold regular trainings on products, selling techniques, compliance, and soft skill development for all associates
• Monitor calls and interactions to ensure that the sales quality, compliance and customer service standards are being met
• Provide feedback and coaching to associates in order to improve converting, as well as enhancing the total customer experience
• Monitor associates' activities to ensure compliance with quality benchmarks and regulatory standards established for all Telesales activities.

Stakeholder & Process Coordination

• Work alongside internal operational, underwriting, claims, and finance teams in order to ensure proper and timely issuance and servicing of policies.
• Partner with internal stakeholders to resolve customer escalations, handle endorsements and address inquiries related to claims.
• Support high value customer and critical case handling.

Market Awareness & Process Improvement

• Maintain current knowledge of industry trends, competition, and regulatory changes impacting the insurance marketplace.
• Identify opportunities to improve sales process, lead management and operational efficiency. Utilize best practices to increase sales production and quality metrics throughout the telesales centre.

Key Performance Indicators (KPI's) -Telesales Centre:

• Telesales Centre productivity metrics (sales production and revenue; ratios for converting leads to sales). Use of AVERAGE TICKET SIZE metrics (sales production based on sales tickets).
• Policy Issuance metrics (all issuance volumes using current quality standards).
• Team productivity and attrition levels.
• Reduction of cancellations and endorsements through quality selling

Skills & Competencies:

• Strong leadership and team management skills.
• High analytical and performance-based monitoring skills.
• Excellent communication and presentation skills.
• Strong relationship management and stakeholder coordination skills.
• Problem Solving Mindset and Proactivity for Issue Resolution.

TACICAL/OPERATIONAL/EXECUTIVE LEADERSHIP FOCUS (CUSTOMER)

• Strong Interpersonal Skills, Service Orientation (Customer Service)
• 2 - 5 Years as a Process / Team Lead / Operations Manager in Insurance Broking or Advisory Companies and Prior Experience Managing a Large Telesales or BPO Team Will Be Preferable
• Be a Graduate or Post Graduate in Any Discipline
• Strong Knowledge of Products, Processes and Compliance Related to Insurance, Telesales

Compensation: 500,000.00 - 700,000.00 per year

Work Location: In person .