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Bandhan Life
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Manager- Sales Contact Center

Manager- Sales Contact Center

Bandhan Life

3 - 5 years

6 - 10 Lacs

Kolkata

Posted:1 month ago| Platform:

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Skills Required

contact center online sales conversion rates D2C issuance digital funnel management sales targets lead management system CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role Were looking for an experienced and driven Sales Contact Center Manager to lead our life insurance contact center operations. You will be responsible for driving online sales conversions, managing a high-performing telesales team, and ensuring a seamless experience for every customer who engages with us over the phone. This is a high-impact role that blends team leadership, sales accountability, and customer engagement. Key Responsibilities Oversee day-to-day operations of the contact center, ensuring sales targets and SLAs are met Lead, coach, and guide the telesales team to drive issuance and improve conversion rates Monitor lead quality and pipeline progression using the Lead Management System (LMS) Regularly monitor sales calls to ensure quality, adherence, and effective pitch delivery Personally interact with select customers for post-sale feedback, testimonials, and experience audits Handle customer escalations tactfully, ensuring timely resolution and superior service recovery Analyze team performance metrics and implement process improvements and training where needed Work closely with the D2C sales lead and cross-functional teams to align sales operations with broader business goals Who You Are 4-5 years of experience in managing contact center/telesales teams, with mandatory experience in life insurance sales Strong understanding of the online life insurance buying journey and digital funnel management Hands-on experience working with CRM and Lead Management Systems Proven track record of managing escalations, maintaining high service quality, and conducting call audits Comfortable speaking with customers directly to gather insights and improve experiences Strong operational rigour, team leadership, and problem-solving skills

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