Operations Manager

CNX; Mumbai City; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking an Operations Manager I to coach and supervise a group of Team Leaders, ensuring client service levels and financial targets are met. This role demands strong leadership, process discipline, and analytical acumen in a health-insurance telesales setting.

You will oversee floor operations, drive coaching, ensure regulatory compliance, and deliver performance analytics. Mumbai-based, full-time, with growth opportunities in a global tech-enabled services company.

Qualifications

• Graduation in any stream; MBA or health insurance certification is a plus.
• 5+ years in Telesales or call center ops, 2-3 years in a manager role.
• IRDAI certification is preferred but not mandatory.
• Strong knowledge of general/health insurance products and underwriting.
• Proficient in CRM tools and data analysis with regulatory know-how.

Responsibilities

• Oversee daily health insurance telesales floor operations and agent utilization.
• Coach and evaluate a team of Team Leaders and sales reps.
• Ensure compliance with IRDAI/HIPAA and audit calls with QA.
• Track KPIs and prepare dashboards for pipeline health and variances.

Skills

CRM software

Data analysis

Regulatory compliance

Communication skills

Education

Bachelor's degree in Business Administration

Healthcare Management

Finance

MBA or health insurance certification

Tools

Salesforce

Zoho CRM

LeadSquared

Predictive dialer

Job description

Job Title:

Operations Manager

Job Description

The 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 tofuture-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.

Location:

IND Mumbai - Symphony IT Park - Mumbai02

Time Type:

Full time