Contact Center Manager (Sales) - General Insurance - Mumbai
- One biggest
- 8 - 10 years
- Mumbai
- 8 months ago
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Job Description
Job Title: Contact Center Manager (Sales) - General Insurance
Job Summary:
The Contact Center Manager (Sales) for General Insurance is responsible for overseeing and driving sales operations within the contact center. This role involves strategic leadership, managing technology mechanisms, optimizing lead flow, ensuring compliance, and achieving revenue targets. The ideal candidate will have a strong understanding of general insurance products, sales methodologies, and contact center operations to enhance business growth and customer engagement.Key Responsibilities:
Leadership and Management:
- Oversee day-to-day contact center sales operations, ensuring effective execution of strategies.
- Lead, mentor, and motivate a team of sales managers, supervisors, and agents to achieve performance excellence.
- Develop and implement initiatives to meet KPIs related to customer satisfaction, revenue, and operational efficiency.
- Ensure effective manpower management, including recruitment, training, and workforce optimization.
Sales Target & Performance Management:
- Set, monitor, and ensure achievement of sales targets for general insurance products such as motor, health, travel, home, and commercial insurance.
- Conduct target vs. achievement analysis, identifying gaps and taking corrective measures.
- Develop and implement performance-based incentive structures to boost agent motivation and productivity.
Vendor Management:
- Develop and maintain strategic partnerships with vendors providing technology solutions and services.
- Negotiate contracts and service level agreements (SLAs) with vendors to ensure cost-effectiveness and quality service delivery.
- Monitor vendor performance against SLAs and implement corrective actions as needed.
- Collaborate with vendors to innovate and improve technology solutions that enhance sales operations and customer experience.
- Manage vendor relationships to align with business objectives and regulatory requirements.
Technology Mechanism & Lead Flow Management:
- Implement and optimize contact center technologies, including CRM, AI-driven analytics, predictive dialers, and lead tracking tools.
- Ensure seamless lead flow management, ensuring proper allocation, tracking, and prioritization to maximize conversions.
- Use data-driven insights to enhance lead distribution and sales efficiency.
Connectivity & Operational Efficiency:
- Ensure uninterrupted connectivity across multiple sales channels.
- Leverage automation tools, IVR, and chatbots to streamline sales operations and reduce manual interventions.
- Continuously refine contact center processes to improve efficiency, reduce turnaround time (TAT), and minimize costs.
Attrition Management & Employee Retention:
- Analyze attrition trends, implement strategies to enhance employee retention and engagement.
- Develop structured training programs and career growth plans to reduce turnover and enhance agent capabilities.
- Foster a high-energy, sales-driven culture to boost performance and reduce burnout.
Compliance & Risk Management:
- Ensure all sales operations comply with IRDAI regulations, company policies, and ethical sales practices.
- Implement anti-mis-selling frameworks to maintain customer trust and regulatory compliance.
- Conduct regular compliance audits, training sessions, and quality checks to mitigate risks.
Strategic Planning & Cost Optimization:
- Develop and implement strategic plans to drive general insurance sales growth.
- Optimize cost acquisition strategies, ensuring efficient marketing spends vs. revenue generation.
- Identify opportunities to enhance cost-effectiveness while maintaining high sales performance.
P&L Management & Financial Oversight:
- Oversee Profit & Loss (P&L) management for the contact center, ensuring revenue targets are met while optimizing costs.
- Track and manage sales expenses, budgets, and profitability.
- Present financial reports and business performance insights to senior leadership.
Reports & Performance Analysis:
- Generate detailed reports on sales performance, customer engagement, and conversion rates.
- Analyze real-time and historical data to identify trends, challenges, and areas for improvement.
- Use dashboards and business intelligence tools to optimize sales strategies.
Implementation of New Products & Cross-Team Coordination:
- Lead the launch and successful integration of new general insurance products into the sales pipeline.
- Ensure the sales team is well-trained on new product offerings and market trends.
- Collaborate with marketing, underwriting, claims, and technology teams for seamless operations.
Qualifications:
Education and Experience:
- Bachelors degree in Business Administration, Sales, Management, or a related field (Masters preferred).
- Minimum of 8-10 years of experience in a sales-driven contact center leadership role, preferably in general insurance.
- Proven track record in driving sales, managing large teams, and optimizing contact center performance.
Skills and Competencies:
- Strong leadership and team management skills with a results-oriented mindset.
- Expertise in contact center technologies, CRM tools, lead management, and sales analytics.
- Excellent strategic thinking, problem-solving, and decision-making abilities.
- Strong negotiation, communication, and motivational skills to drive high sales performance.
Additional Requirements:
- Ability to thrive in a fast-paced, target-driven environment.
- Strong analytical skills to interpret data and drive sales insights.
- Commitment to continuous learning and professional development.
Job Classification
Industry: InsuranceFunctional Area / Department: Sales & Business DevelopmentRole Category: Retail & B2C SalesRole: TelesalesEmployement Type: Full timeContact Details:
Company: One BiggestLocation(s): Mumbai
Keyskills: Contact Center Management Target Management Call Center Management BPO Management General Insurance Sales Leadership Management Customer Service Management General Insurance Sales Performance Management Vendor Management Datadriven Decision Making
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