Call Center Operations Manager

Position: Call center Manager - Sales

Level: Manager

About Policybazaar:

As India's largest insurance broker, Policybazaar is committed to making insurance accessible and understandable

for every Indian. Since 2008, we have been at the forefront of transforming the insurance sector by providing

transparent, efficient, and unbiased solutions tailored to the diverse needs of over 80.5 million registered users.

With a dominant market share of over 93% in the digital insurance aggregator space and annual premium

collection exceeding 15,000 crore in FY24, we have established ourselves as a trusted name in insurance and

financial protection. Our platform facilitates millions of insurance inquiries annually and features a wide range of

products from over 50 insurance partners, covering health, life, motor, and corporate insurance solutions.

To date, we have issued over 44.3 million policies and played a crucial role in protecting 9 million families against

death, disease, and disability. Our 24x7 online support, combined with on-ground assistance from over 6,000

insurance advisors, ensures a seamless experience for our customers.

With an average customer rating of 4.4 stars and more than 23 million app downloads, we are dedicated to

fulfilling the Insurance Regulatory and Development Authority of India's (IRDAI) vision of Har Family Hogi Insured

by 2047. Whether it is policy issuance, claim settlement, or simply understanding your insurance needs better, we

are here to help.

Join us on our mission to make insurance simple, accessible, and effective for all.

About the Job

We are looking for a results-driven Manager Operations Sales to lead and optimize our contact center

operations. The ideal candidate will be responsible for managing day-to-day sales operations, meeting targets,

enhancing customer satisfaction, and ensuring seamless execution of business objectives. This role requires strong

leadership, analytical skills, and the ability to drive a high-performance sales team in a fast-paced environment.

Roles and Responsibilities:

Operations & Sales Management

Oversee and manage B2C Tele-Sales operations to ensure seamless execution and achievement of targets.

Set, track, and achieve sales and performance KPIs, ensuring SLA adherence.

Establish and maintain strong client relationships, acting as the primary point of contact for engagement and

reporting.

Drive sales strategies, monitor performance metrics, and take corrective actions to optimize outcomes.

Lead daily operations, ensuring timely follow-ups on customer inquiries and escalations.

Team Leadership & Performance Management

Directly manage team leaders and agents, ensuring effective resource allocation and goal setting.

Conduct performance reviews, training sessions, and coaching programs to enhance employee capabilities.

Monitor team adherence to company policies, including attendance, leave schedules, and productivity metrics.

Implement employee development initiatives such as mentoring and career progression plans.

Hire and onboard team leads and managers, ensuring smooth induction and integration into operations.

Client & Stakeholder Management

Build strong partnerships with clients by ensuring operational alignment with their expectations.

Conduct weekly and monthly review meetings to track progress and identify areas of improvement.

Implement escalation and governance models to streamline communication and issue resolution.

Collaborate with internal departments to enhance service delivery and operational efficiency.

Process Improvement & Compliance

Identify and drive continuous improvement initiatives to optimize sales and service quality.

Ensure compliance with audit requirements, security policies, and operational standards.

Develop and enforce best practices to maintain high levels of employee and customer satisfaction.

ISMS Responsibilities:

Follow the instructions of Function Heads, operate systems on behalf of Function Heads, and serve users

authorized by Function Heads;

Provide technical consulting assistance to Function Heads so that information systems can be built and

run to best meet business objective;

Ensure the safeguarding of information in their possession;

Accepts responsibilities for the operation and protection of information assets; and

Perform the work as delegated by the by the Function Head

Desires Skills and Experience:

Experience in Telesales or insurance sales (Health/Life/Travel) is highly desirable.

Prior experience in managing large sales teams in a contact center environment.

Familiarity with CRM tools and sales analytics platforms.

Strong leadership and team management skills.

Proven track record in B2C sales, tele-sales, and contact center operations.

Ability to analyze data, solve problems, and drive performance improvements.

Excellent communication (verbal & written) and interpersonal skills.

High level of integrity, action orientation, and perseverance.

Strong financial acumen and ability to manage P&L metrics.

Ability to handle sales pressure, motivate teams, and drive results.

What do we offer

Opportunity to earn good incentives

Endless growth opportunity

GMC Group Medical Coverage

Group Personal Accident Insurance

Gratuity

Wellness Programs

Give back to society through CSR

Continuous talent enhancement program

Childcare facility

Tax Saving flexi benefits