1. 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.

2. Managership & Coaching

• Lead, mentor, and evaluate a team of Telesales Team Leader 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.

3. 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.

4. 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 5+ years of experience in Telesales or call center operations, with at least 2-3 years in a Manager/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, 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.