Team Leader, Operations

Job Title: Team Leader, Operations Job Description The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.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 to future-proof their business and stay ahead of the competition and customer expectations. Key Responsibilities: 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. Team Leadership & Coaching · Lead, mentor, and evaluate a team of Telesales Team members 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. 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. 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, Bachelor’s degree in Business Administration, Healthcare Management, Finance, or a related field; MBA or health insurance certification is a plus. Experience: o Minimum of 2+ years of experience in Telesales or call center operations, with at least 1 years in a Team Leader/operations role. o Preferrable IRDAI certified not a mandate o Deep domain knowledge of General /health insurance products, underwriting criteria, claims assistance, and medical-history disclosures. · Skills & Technical Proficiency: o Strong proficiency in CRM software (e.g., Salesforce, Zoho, LeadSquared) and predictive dialer systems. o Advanced data analysis skills (Excel, SQL, or BI reporting tools). o In-depth understanding of insurance regulatory compliance.