Team Leader , Operations

Job Title: Team Leader , Operations Job Description Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Key Responsibilities

• 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.

• 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.

• 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.