Manager - Contact Center | Insurance

Responsibilities

1. Team Management & Leadership

• Lead, mentor, and motivate a team of call center executives.
• Set daily/weekly/monthly targets for lead follow-up, conversions, and service SLAs.
• Conduct regular performance reviews, coaching, and skill development sessions.
• Foster a high-performance culture with a focus on quality, compliance, and customer satisfaction.

2. New business Sales & Revenue Growth

• Develop and execute strategies to increase online insurance product sales PFA
• Drive lead-to-conversion ratios by monitoring team performance and refining sales scripts.
• Collaborate with marketing teams to run targeted digital campaigns and maximize ROI.
• Implement upselling and cross-selling initiatives for existing customers.

3. Lead & Workflow Management

• Oversee the allocation, tracking, and closure of digital leads in CRM systems.
• Ensure timely follow-ups on hot/warm leads from online sources (website, campaigns, chat, social media).
• Monitor lead leakage and implement corrective measures to improve conversion efficiency.
• Coordinate with branch, marketing, and underwriting teams for seamless lead handover.

4. Customer Experience & Service Excellence

• Ensure prompt, professional, and accurate handling of customer queries and complaints.
• Maintain high standards of service quality, aligning with IRDAI regulations and company policies.
• Review call recordings and feedback to identify improvement opportunities.
• Drive first-call resolution and minimize escalations.

5. Compliance & Quality Assurance

• Ensure all sales interactions follow mandatory disclosures and IRDAI guidelines.
• Implement data privacy and security measures for customer information.
• Conduct regular audits of call logs, CRM entries, and policy issuance processes.
• Maintain high quality scores through coaching, call monitoring, and process adherence.

6. Reporting & Analytics

• Prepare and present daily/weekly/monthly MIS on sales performance, conversion trends, and customer feedback.
• Use data insights to improve team productivity and campaign outcomes.

7. Training & Development

• Organize product knowledge, compliance, and sales skills training for the team.
• Stay updated on new products, regulatory changes, and competitor offerings.
• Introduce new tools and digital platforms to improve efficiency.

8. Process Improvement

• Identify bottlenecks in online sales and service processes and implement solutions.
• Work with technology teams to enhance CRM, IVR and omnichannel integration.
• Suggest improvements in digital lead generation and customer engagement strategies.