Call Centre Manager – Healthcare Broking (Surat)

📌Job Title: Call Centre Manager – Healthcare Broking

🏢 Location: Surat - Gujarat (Candidates only from Surat or nearby locations will be considered)

🕒 Experience: 5–8 years

🏥 Industry: Healthcare / Insurance / Broking / TPA

💰 As per industry standard and hike based on last salary

🧾 Job Summary:

We are seeking an experienced Call Centre Manager to lead and oversee our customer support operations in the healthcare broking space. The ideal candidate will ensure smooth handling of insurance queries, TPA coordination, policy servicing, and customer resolution while managing a high-performing team.

🔧 Key Responsibilities:

• Manage day-to-day operations of the call center handling
• Health insurance queries
• TPA coordination (claims, cashless, etc.)
• Policy renewals and servicing
• Grievance redressal
• Ensure high levels of First Call Resolution (FCR) and customer satisfaction (CSAT)
• Supervise and train agents, team leaders, and QA staff
• Set and monitor KPIs: AHT, call volume, SLA compliance
• Collaborate with internal teams (underwriting, sales, claims, TPAs) for escalated issues
• Handle VIP client interactions and escalations directly when needed
• Use CRM and call tracking systems to monitor agent performance and customer flow
• Prepare weekly/monthly MIS reports and share operational insights with leadership
• Ensure compliance with IRDAI regulations and data confidentiality norms
• Lead recruitment and performance reviews within the call centre team

✅ Key Skills & Competencies:

• Strong understanding of health insurance products, TPA processes, and claim life cycles
• Hands-on with CRM tools, call center dashboards, and IVR systems
• Excellent communication, coaching, and team leadership skills
• Analytical approach to problem-solving and SLA management
• Ability to handle pressure in peak claim seasons (e.g., COVID surges, policy renewal months)

🎓 Qualifications:

• Graduate (Any Stream); preference for candidates with PG/MBA in Insurance or Healthcare Management
• IRDAI certification (if applicable)
• 5+ years of experience in managing a customer support team, preferably in healthcare broking, TPAs, or insurance firms