Vertical Lead-Non motor

1. Business Planning & Target Achievement

• Collaborate with digital marketing team to get campaign data as per the team bandwidth & allocate to respective Team Leaders for further allocation to active Telecalling team members. Raise concern with higher-up s in cases the provided campaign data is below the team bandwidth.


• Allocate resources / team members for outbound calls based on the product expertise, lead source to ensure optimum utilization of lead source & team member / tele-caller.


• Approve monthly roster for tele-calling team & allocate to respective TL s to ensure business continuity & team productivity is achieved at all times.


• Monitor the reports / dashboards reflecting ageing of leads to help reduce calling TAT.


• Allocate monthly budget targets to respective team leaders based on capacity of the team & ensure targets are met


• Delivering on month on month targets for Insurance premium


• Managing Lead flow, Lead Consumption and Customer Servicing metrics

1. Team Review, Monitoring & Support

• Design productivity metrics for team based on the function priority.


• Review performance of Team Leaders on daily basis & tele-callers on fortnightly basis & given inputs for course correction.


• Monitor the LOB mix of all tele-callers & based on the observations, for downward trend in any LOB, assign quality team members to audit calls of respective tele-callers to understand the trend & design course correction plan.


• Present business status to vertical head during periodic reviews


• Address operational issues, policy issuance support escalated by the team.


• Review the team for current LOB expertise & co-ordinate with internal training team to design training programs to build capacity for the focused LOB to ensure business continuity.

1. Campaign, contest and R&R Management

• Propose inputs to vertical head & MIS team in designing incentive plan for the outbound team.


• Design contests / R&R for the websales team as per allocated budget & business projections to increase the target achievement & telecaller engagement; propose the contests / R&R for approval with Vertical Head & finance team.


• Prepare communication plan & execution of approved contests / R&R to outbound team.

1. Team Development

• Identify the right talent for various positions within team to ensure creation of engaged team


• Enable training needs identification and ensure periodic trainings for all stakeholders team members, agents etc. to ensure everyone is up to date with product and process advancements


• Oversee rewards and recognition within team to ensure engagement and reinforcement of right behaviors among employees and agents


• Establish individual performance expectations and evaluation metrics, and regularly review individual performance

Identify and create development opportunities for team members to enhance functional knowledge