Operations Manager

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious progressive executives around the world tofuture-proof their business and stay ahead of the competition and customer expectations.

Key Responsibilities

1. Operations & Floor Management

• Oversee daily operations of the health insurance telesales floor to ensure high call connectivity low drop rates and optimal agent utilization.
• Monitor real-time queue metrics call flows and conversion dashboards to meet daily weekly and monthly sales quotas.
• Manage dialer infrastructure CRM routing and lead-allocation rules in partnership with the IT and tech support teams.

2. Managership & Coaching

• Lead mentor and evaluate a team of Telesales Team Leader and Health Insurance Sales Representatives.
• Conduct regular call listening pitch evaluations and 1-on-1 coaching sessions to improve objection handling and product pitching.
• Drive employee engagement manage shift rosters control attrition and conduct regular training on new health insurance policies and riders.

3. Compliance & Quality Assurance

• Ensure all sales pitches policy explanations and customer disclosures strictly comply with regulatory guidelines (e.g. IRDAI norms HIPAA/data privacy protocols).
• Partner with the Quality Assurance (QA) and Risk/Compliance teams to audit recorded calls and resolve customer escalations or grievance reports.

4. Performance Analytics & Reporting

• Track key performance indicators (KPIs) including AHT (Average Handle Time) conversion rate First-Call Resolution (FCR) cost per acquisition (CPA) and overall Gross Written Premium (GWP).
• Prepare daily weekly and executive reporting on sales pipeline health campaign performance and target vs. actual variances.

Qualifications & Requirements

• Education: Graduation in any stream is preferred Bachelors degree in Business Administration Healthcare Management Finance or a related field; MBA or health insurance certification is a plus.

• Experience:
  • Minimum of 5 years of experience in Telesales or call center operations with at least 2-3 years in a Manager/operations role.
  • Preferrable IRDAI certified not a mandate
  • Deep domain knowledge of General /health insurance products underwriting criteria claims assistance and medical-history disclosures.

• Skills & Technical Proficiency:
  • Strong proficiency in CRM software (e.g. Salesforce Zoho LeadSquared) and predictive dialer systems.
  • Advanced data analysis skills (Excel SQL or BI reporting tools).
  • In-depth understanding of insurance regulatory compliance.
  • Exceptional problem-solving communication and crisis-management skills under pressure.

Disclaimers:-

The above statements are intended todescribe the general nature and level of work being performed by people assigned tothis job. They are not intended tobean exhaustive list of all responsibilities duties and skills required of personnel working within this job title.

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process ever ask candidates for recruitment processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

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