JOB DESCRIPTION:
Position Name :Process Manager / Call Centre Manager
Reporting to :CEO
Education
Any Graduate
Salary
As per industry up to 5 TO 7 LPA
Office Timing
11am to 8pm
Job Location
Bhandup (W), Mumbai 400078
Experience
Team Handling Experience (preferably over 5+ years) in Insurance Broking.
Job Type
Full time
Position Summary
The ideal candidate will have extensive experience in managing an insurance telesales operation; providing leadership to a team of sales individuals, and developing, training and managing teams and individuals to produce business results in a fast-paced environment.
Key Roles and Responsibilities:
Call Centre Operations and Business Outcomes
- Ensure daily operations for the telesales center (floor operations) run smoothly (maintaining productive flow on the call center floor).
- Drive the key business outcome metrics (i.e., production, average ticket size, lead conversion rates, team productivity) to achieve a preferred return on investment (ROI).
- Ensure that the team adheres to company policies; regulatory guidelines; and establishes a customer focused sales culture by promoting teamwork and collaboration within the team.
- Use daily management information systems (MIS) along with reporting documentation and performance tracking to measure the operational performance of the call center.
Team Leadership and Management
- Provide team direction to Telesales Relationship Managers and Authorized Verifiers. • Manage the recruitment, onboarding, and performance of the call center departments. • Coach/Mentor the individuals and provide training in either improving the ability of the individual or their knowledge of the product provide service to customers with.
- Manage the teams’ engagement level; motivating the team; attrition.
Training & Quality Assurance
- Hold regular trainings on products, selling techniques, compliance, and soft skill development for all associates
- Monitor calls and interactions to ensure that the sales quality, compliance and customer service standards are being met
- Provide feedback and coaching to associates in order to improve converting, as well as enhancing the total customer experience
- Monitor associates' activities to ensure compliance with quality benchmarks and regulatory standards established for all Telesales activities.
- Stakeholder & Process Coordination
- Work alongside internal operational, underwriting, claims, and finance teams in order to ensure proper and timely issuance and servicing of policies.
- Partner with internal stakeholders to resolve customer escalations, handle endorsements and address inquiries related to claims.
- Support high value customer and critical case handling.
Market Awareness & Process Improvement
- Maintain current knowledge of industry trends, competition, and regulatory changes impacting the insurance marketplace.
- Identify opportunities to improve sales process, lead management and operational efficiency. • Utilize best practices to increase sales production and quality metrics throughout the telesales centre.
Key Performance Indicators (KPI's) -Telesales Centre:
- Telesales Centre productivity metrics (sales production and revenue; ratios for converting leads to sales). • Use of AVERAGE TICKET SIZE metrics (sales production based on sales tickets).
- Policy Issuance metrics (all issuance volumes using current quality standards).
- Team productivity and attrition levels.
- Reduction of cancellations and endorsements through quality selling
Skills & Competencies:
- Strong leadership and team management skills.
- High analytical and performance-based monitoring skills.
- Excellent communication and presentation skills.
- Strong relationship management and stakeholder coordination skills.
- Problem Solving Mindset and Proactivity for Issue Resolution.
TACTICAL/OPERATIONAL/EXECUTIVE LEADERSHIP FOCUS (CUSTOMER)
- Strong Interpersonal Skills, Service Orientation (Customer Service)
- 2 - 5 Years as a Process / Team Lead / Operations Manager in Insurance Broking or Advisory • Companies and Prior Experience Managing a Large Telesales or BPO Team Will Be Preferable • Be a Graduate or Post Graduate in Any Discipline
- Strong Knowledge of Products, Processes and Compliance Related to Insurance, Telesales
Pay: ₹500,000.00 - ₹700,000.00 per year
Work Location: In person
