Team leader

We are seeking an experienced and data-driven Insurance Telesales Operations Team Leader to lead and scale our insurance telesales floor. In this role, you will optimize sales workflows, manage team performance, monitor call quality, and ensure strict compliance with health insurance sales regulations and customer data privacy standards.

Key Responsibilities:

1. 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.

2. 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.

3. 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.

4. 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.

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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:

· Minimum of 2+ years of experience in Telesales or call center operations, with at least 1 years in a Team Leader/operations role.

· Preferrable IRDAI certified not a mandate

· Deep domain knowledge of General /health insurance products, underwriting criteria, claims assistance, and medical-history disclosures.

Skills & Technical Proficiency:

· Strong proficiency in CRM software (e.g., Salesforce, Zoho, LeadSquared) and predictive dialer systems.

· Advanced data analysis skills (Excel, SQL, or BI reporting tools).

· In-depth understanding of insurance regulatory compliance.

· Exceptional problem-solving, communication, and crisis-management skills under pressure