Call Centre Manager

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About the Role

We are seeking a dynamic and results-driven Call Center Manager to lead our outbound sales team specializing in health and life insurance products. The ideal candidate will be responsible for driving sales performance, ensuring compliance with regulatory standards, and building a motivated team that consistently achieves targets.

Key Responsibilities

• Team Leadership & Management

• Lead, train, and mentor a team of outbound sales agents.
• Monitor performance metrics (conversion rates, call quality, lead utilization).
• Conduct regular coaching sessions, roleplays, and performance reviews.

• Sales & Revenue Growth

• Drive outbound calling campaigns to generate sales of health and life insurance policies.
• Develop scripts and sales strategies tailored to customer needs.
• Ensure the team meets daily, weekly, and monthly sales targets.

• Operational Excellence

• Manage workforce scheduling, call routing, and reporting tools.
• Implement best practices for lead management and pipeline conversion.
• Collaborate with senior management to forecast sales and resource needs.

• Compliance & Quality Assurance

• Ensure all sales are conducted in line with IRDAI (or relevant authority) guidelines.
• Monitor calls for adherence to compliance, ethical sales practices, and customer satisfaction.
• Maintain accurate sales records and reports.

• Process Improvement

• Analyse performance data to identify trends, gaps, and opportunities.
• Recommend process enhancements to improve productivity and conversion.
• Introduce new tools/technologies to optimize outbound operations.

Qualifications & Skills

• Bachelor’s degree in Business, Sales, or related field. MBA preferred.
• 5+ years of call center experience, with at least 2 years in a managerial role.
• Proven track record in outbound sales, preferably in insurance or financial products.
• Strong knowledge of health and life insurance products and sales regulations.
• Excellent communication, negotiation, and people management skills.
• Proficiency in CRM and call center software.
• Target-driven mindset with ability to motivate teams.

Performance Metrics

• Achievement of monthly and quarterly sales targets.
• Team productivity (calls per agent, lead-to-sale conversion ratio).
• Customer satisfaction and compliance scores.
• Agent retention and performance improvement over time.