Call Center Operations Manager

Job Title: Manager – Call Centre Operations

Department: Operations

Location: Noida

Reporting To: Senior Manager / Head – Operations

Experience Required: 6–10 Years

Industry Preference: Insurance / BFSI / Contact Center Operations

Job Summary

We are seeking an experienced and result-oriented Manager – Call Centre Operations to lead and manage daily contact center operations within the insurance domain. The ideal candidate should possess strong operational leadership skills, a thorough understanding of insurance processes, customer service excellence, team management, performance monitoring, and process improvement. The role involves driving operational efficiency, ensuring service quality, achieving business targets, and enhancing customer experience.

Key Responsibilities

Operations Management

·        Manage end-to-end call center operations and ensure smooth functioning of inbound and outbound processes.

·        Monitor daily operational performance against defined KPIs and SLAs.

·        Ensure adherence to company policies, compliance requirements, and regulatory guidelines.

·        Develop and implement operational strategies to improve productivity and service quality.

Team Leadership & People Management

·        Lead, mentor, and motivate Team Leaders and Customer Service Representatives.

·        Conduct regular performance reviews, coaching sessions, and developmental programs.

·        Drive employee engagement initiatives to improve retention and team morale.

·        Manage workforce planning, staffing requirements, and resource allocation.

Performance & Quality Management

·        Monitor key metrics such as Service Level, AHT, Productivity, Quality Scores, CSAT, Conversion Ratio, and Attendance.

·        Analyze operational reports and identify areas for improvement.

·        Ensure quality standards are maintained through regular audits and feedback mechanisms.

·        Implement corrective and preventive actions to address performance gaps.

Insurance Operations

·        Oversee insurance sales, servicing, renewals, policy issuance, customer support, and related operational activities.

·        Ensure accurate handling of customer queries and policy-related transactions.

·        Maintain compliance with insurance regulations and organizational standards.

·        Coordinate with insurance partners and internal stakeholders for process enhancements.

Process Improvement & Reporting

·        Identify opportunities for process optimization and cost reduction.

·        Prepare and present MIS reports, operational dashboards, and performance analyses.

·        Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

·        Support automation and digital transformation projects wherever applicable.

Stakeholder Management

·        Collaborate with internal departments such as HR, Training, Quality, Compliance, and Business Teams.

·        Act as a point of escalation for critical customer and operational issues.

·        Build strong relationships with clients and business partners.

Required Qualifications

·        Graduate in any discipline (MBA preferred).

·        Minimum 6–10 years of experience in Call Centre Operations.

·        At least 3–5 years of experience in a managerial role.

·        Prior experience in the Insurance or BFSI sector is mandatory.

·        Strong understanding of contact center metrics, workforce management, and quality frameworks.

Required Skills

·        Leadership and Team Management

·        Contact Center Operations Management

·        Insurance Process Knowledge

·        Performance Management

·        Customer Service Excellence

·        Data Analysis and MIS Reporting

·        Workforce Planning

·        Process Improvement

·        Conflict Resolution and Problem Solving

·        Excellent Communication and Stakeholder Management

Key Performance Indicators (KPIs)

·        Service Level Achievement

·        Customer Satisfaction (CSAT)

·        Quality Scores

·        Productivity & Utilization

·        Attrition & Retention Management

·        SLA Compliance

·        Revenue / Conversion Targets (where applicable)

·        Operational Efficiency and Cost Optimization

Preferred Competencies

·        Strong analytical and decision-making skills.

·        Ability to work in a fast-paced environment.

·        Result-oriented with a customer-centric approach.

·        Proficiency in CRM systems, Excel, and reporting tools.

·        Knowledge of insurance products, policy servicing, and customer lifecycle management.