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