Sr. Manager Telesales (Insurance)

Role Overview:

The Telesales Call Centre Head will lead and manage the end-to-end telesales operations for Health Insurance, ensuring consistent achievement of sales, productivity. This role demands a strong blend of strategic leadership, data-driven performance management, and hands-on execution in a fast-paced, target-driven environment.

Key Responsibilities:

Operational Leadership

• Oversee day-to-day operations of the telesales centre including inbound, outbound.
• Drive achievement of monthly and quarterly health insurance sales targets across all telesales channels.
• Plan and manage manpower for peak load periods to ensure consistent productivity.
• Set up and optimize sales scripts, calling strategy, and conversion funnels.

People Management

• Lead, mentor, and motivate a large team of sales managers, team leaders, and telesales executives.
• Build a performance-driven culture through training, coaching, and structured feedback mechanisms.
• Manage recruitment, onboarding, and capability-building initiatives for the telesales team.

Sales Strategy & Performance

• Define and execute the telesales strategy aligned with business objectives.
• Monitor key sales KPIs: lead-to-conversion ratio, AHT (Average Handling Time), sales per agent
• Collaborate with product, marketing, and digital teams for lead generation and campaign optimization.
• Ensure compliance with IRDAI and company norms in all telesales communications.

Process Excellence

• Implement CRM and dialer efficiency best practices to maximize call connect and conversion rates.
• Develop dashboards and review mechanisms for daily/weekly/monthly performance tracking.
• Introduce automation to improve lead management and conversion outcomes.
• Maintain strong quality assurance standards and monitor call audits to ensure adherence to scripts and compliance.

Customer Experience & Compliance

• Collaborate with QA and compliance teams to ensure all telesales scripts, pitches, and disclosures meet IRDAI standards.
• Manage grievance redressal related to telesales activities.

Key Skills & Competencies:

• Proven experience in leading large-scale telesales operations (minimum 200+ seats) in insurance or BFSI
• Strong knowledge of health insurance products, processes, and regulatory norms.
• Expertise in CRM tools, auto-dialers, and lead management systems.
• Strong analytical, reporting, and P&L management skills.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to work under pressure and meet aggressive sales targets.

Qualifications:

• Graduate / Postgraduate in Business Administration, Sales, or related field.
• 10-15 years of experience in telesales/call centre management, with at least 8 years in a leadership role in Health or Life Insurance.