Team Leader , Operations

Concentrix; India; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations in Mumbai to drive health insurance telesales performance. You will manage daily floor operations, monitor queues and dashboards, and optimize agent utilization while mentoring a team of sales representatives.

You will ensure compliance with IRDAI/HIPAA guidelines, conduct coaching sessions, and lead training on new policies. Strong CRM and analytics skills are essential for success.

Qualifications

• Graduation in any stream preferred; MBA or health insurance certification is a plus.

Responsibilities

• Oversee daily operations of the health insurance telesales floor to meet quotas.
• Lead, mentor, and evaluate a team of Telesales Team members and Health Insurance Sales Representatives.
• Ensure compliance with regulatory guidelines (IRDAI, HIPAA) and support QA/audits.
• Track KPIs like AHT, conversion rate, FCR, CPA, and GWP; report performance to management.

Skills

CRM proficiency

Data analysis

Regulatory compliance

Communication skills

Problem solving

Education

Bachelor's degree in Business Administration/Healthcare Management/Finance

MBA or health insurance certification

Tools

Salesforce

Zoho

LeadSquared

Predictive dialer systems

Job description

Team Leader , Operations

Job Description

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.

Team Leadership & Coaching

• Lead, mentor, and evaluate a team of Telesales Team members 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.

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, Healthcare Management, Finance, or a related field; MBA or health insurance certification is a plus.

Experience

• Minimum of 2+ years of experience in Tele sales or call center operations, with at least 1 years in a Team Leader/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, Lead Squared) 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