Team Leader , Operations

Concentrix Corporation; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Concentrix Corporation in Mumbai is seeking a Team Leader for Operations to oversee a health insurance telesales floor, drive activity, and motivate a dynamic team. You will manage dialer infrastructure, routing, and lead allocation in partnership with IT, while coaching reps on product pitches and compliance with IRDAI/HIPAA regulations.

The role requires 2+ years in telesales or call center ops with at least 1 year in a team lead position, and strong CRM/data analysis skills.

Qualifications

• Graduation in any stream preferred; MBA or health insurance certification is a plus.
• 2+ years in tele sales or call center operations, with at least 1 year in a Team Leader/operations role.
• Strong proficiency in CRM software and data analysis; knowledge of insurance products helpful.

Responsibilities

• Oversee daily health insurance telesales operations to ensure high connectivity and optimal agent utilization.
• Lead, mentor, and coach a team of telesales reps; conduct regular coaching sessions and training on policies.
• Monitor KPIs (AHT, conversion, FCR, CPA, GWP) and prepare daily/weekly/executive reports.

Skills

CRM software (Salesforce)

CRM software (Zoho)

CRM software (LeadSquared)

Excel

SQL

BI reporting

Data analysis

Communication

Education

Bachelor's degree in Business Administration / Healthcare Management

Tools

Predictive dialer systems

Job description

## Team Leader , OperationsApply: IND Mumbai - Symphony IT Park - Mumbai02: Full time: Posted Today: End Date: October 23, 2026 (11 days left to apply): R1771552Job Title:Team Leader , OperationsJob DescriptionConcentrix 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 mandateo Deep domain knowledge of General /health insurance products, underwriting criteria, claims assistance, and medical-history disclosures.· Skills & Technical Proficiency:o Strong proficiency in CRM software (e.g., Salesforce, Zoho, Lead Squared) and predictive dialer systems.o Advanced data analysis skills (Excel, SQL, or BI reporting tools).o In-depth understanding of insurance regulatory compliance.o 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. * 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'