Team Leader, Operations

Overview

Team Leader, Operations supervises a group of call center associates on a health insurance telesales floor, ensuring performance metrics are met through coaching, motivation and accountability.

What you'll do

• 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.
• 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.
• 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.
• 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.

What you'll need

• Graduation in any stream, or a Bachelor's degree in Business Administration, Healthcare Management, Finance, or a related field.
• Minimum of 2+ years of experience in Telesales or call center operations, with at least 1 year in a Team Leader/operations role.
• Deep domain knowledge of general/health insurance products, underwriting criteria, claims assistance, and medical-history disclosures.
• Strong proficiency in CRM software (e.g., Salesforce, Zoho, LeadSquared) 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.

Nice to have

• MBA or health insurance certification.
• IRDAI certification (preferred, not a mandate).

Details

• Location: IND Mumbai - Symphony IT Park - GST - 8TH, 9TH, 10TH, 801, 901, 1001.
• Employment type: Full time.