Team Leader , Operations

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

Job summary

Concentrix is seeking a Team Leader for Operations in Mumbai to manage a health insurance telesales floor, monitor KPIs, and collaborate with IT for dialer/CRM setup. You will lead a team, coach, and ensure policy and data privacy compliance while driving sales performance.

The role requires 2+ years in telesales or call center ops with leadership exposure, and familiarity with IRDAI/HIPAA norms. MBA or health-insurance cert is a plus.

Qualifications

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

Responsibilities

• Oversee daily operations of health insurance telesales floor to ensure high call connectivity and agent utilization.

Skills

CRM proficiency

Data analysis

Communication

Coaching & mentoring

Problem solving

Education

Graduation in any stream

Bachelor’s in Business Administration / Healthcare Management / Finance (preferred)

MBA or health insurance certification (plus)

Tools

Salesforce

Zoho

LeadSquared

Predictive dialer systems

Job description

Team Leader, Operations

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

• o Minimum of 2+ years of experience in Tele sales or call center operations, with at least 1 years in a Team Leader/operations role.
• o Preferrable IRDAI certified not a mandate
• o 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

Language Requirements

Time Type: Full time

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.