Team Leader , Operations

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

Job summary

Concentrix, a health insurance telesales leader, is seeking a Team Leader, Operations to oversee floor operations, drive metrics, and coach a team of sales professionals in Mumbai. The role emphasizes adherence to IRDAI/HIPAA compliance, responsible for performance analytics, and collaboration with IT for dialer and CRM systems.

The ideal candidate will have 2+ years in tele sales/call centers with at least 1 year in a leadership role, and a strong background in health insurance products and

Qualifications

• Graduation in any stream preferred; MBA/health-insurance cert is a plus.
• 2+ years in telesales or call center ops; 1+ year in team leader role.
• IRDAI certification preferred but not mandatory.
• Deep knowledge of General/Health insurance products, underwriting, claims.
• Strong data analysis and regulatory compliance understanding.

Responsibilities

• Oversee daily health insurance telesales floor operations.
• Monitor real-time metrics, queues, and dashboards to meet sales quotas.
• Manage dialer, CRM routing, and lead allocation with IT teams.
• Lead and coach telesales team; conduct 1-on-1 coaching.
• Ensure compliance with IRDAI/HIPAA and data privacy rules.
• Prepare daily/weekly/executive KPI reports.

Skills

CRM proficiency

Data analysis

Regulatory compliance

Problem solving

Education

Bachelor’s in Business Admin

Healthcare Management

Finance

MBA (health insurance)

Tools

Salesforce

Zoho

LeadSquared

Predictive dialer

Job description

Job Title:

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