Operations Manager

Concentrix Corporation; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Concentrix Corporation in Mumbai seeks an Operations Manager to coach a team of Team Leaders and ensure SLA and financial targets are met. The role focuses on health insurance telesales floor management, coaching, compliance with IRDAI and data privacy norms, and driving performance analytics.

The ideal candidate brings 5+ years in telesales or call center ops, with 2–3 years in a leadership role, and strong CRM/dialer system proficiency.

Qualifications

• Graduation in any stream; MBA or health insurance certification is a plus.
• 5+ years in telesales/call center ops, with 2–3 years in a manager role.
• IRDAI certification preferred but not mandatory; deep domain knowledge of general/health insurance products.

Responsibilities

• Oversee daily health insurance telesales floor operations to maximize call connectivity and agent utilization.
• Lead, mentor, and evaluate Team Leaders and sales reps; conduct coaching and training.
• Ensure compliance with IRDAI/HIPAA data privacy; audit calls and handle escalations.
• Track KPIs and prepare sales and campaign performance reports for leadership.

Skills

Leadership

Communication

Problem-solving

Coaching

Education

Bachelor's degree (Business/Healthcare/Finance)

MBA or health insurance cert (plus)

Graduation in any stream

Tools

Salesforce

Zoho

LeadSquared

Predictive dialer

Job description

## Operations ManagerApply: IND Mumbai - Symphony IT Park - Mumbai02: Full time: Posted Today: End Date: October 23, 2026 (11 days left to apply): R1771551Job Title:Operations ManagerJob DescriptionThe Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.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** **1. 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. **2. 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 new health insurance policies and riders. **3. 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.**4. 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, Healthcare Management, Finance, or a related field; MBA or health insurance certification is a plus. * **Experience:** + Minimum of 5+ years of experience in Telesales or call center operations, with at least 2-3 years in a Manager/operations role. + Preferrable IRDAI certified not a mandate + Deep domain knowledge of **General /health insurance products**, underwriting criteria, claims assistance, and medical-history disclosures. * **Skills & Technical Proficiency:** + Strong proficiency in CRM software (e.g., Salesforce, Zoho, LeadSquared) and predictive dialer systems. + Advanced data analysis skills (Excel, SQL, or BI reporting tools). + In-depth understanding of insurance regulatory compliance. + Exceptional problem-solving, communication, and crisis-management skills under pressure.**Disclaimers:-** · The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.