Contact Center Head-Insurance Sales-Mumbai-Thane

Job Description:

Job Purpose:

To lead and manage the insurance telesales function through the contact center, ensuring consistent achievement of sales targets, customer satisfaction, and compliance with regulatory and internal standards.

Key Responsibilities:

Strategic Leadership:

• Develop and execute the overall strategy for insurance telesales through the contact center.

• Align with bank’s retail and bancassurance objectives to optimize insurance product penetration across customer segments.

Sales & Revenue Generation:

• Drive sales of life, health, and general insurance products via outbound and inbound channels.

• Achieve monthly and annual revenue targets through effective sales planning and execution.

• Analyze campaign performance and implement strategies to improve conversion rates and cross-sell.

Team Management:

• Lead, train, and manage a large team of telesales executives and team leaders.

• Design incentive structures and productivity monitoring systems to boost team morale and output.

• Ensure regular training for product knowledge, compliance, and soft skills.

Operations & Process Management:

• Manage day-to-day telesales operations, ensuring optimal resource utilization and adherence to service levels.

• Implement call quality monitoring and customer experience enhancement processes.

• Ensure timely reporting, dashboard tracking, and data-driven decision-making.

Compliance & Governance:

• Ensure adherence to IRDAI regulations, bank policies, and product guidelines.

• Manage customer consent, data privacy, and complaint handling protocols.