Job Summary:
An experienced professional with extensive leadership experience in telemarketing, customer service, and insurance operations. Responsible for managing large-scale telemarketing operations, driving sales performance, enhancing customer experience, and leading cross-functional teams to achieve organizational objectives. Strong background in General Insurance, Life Insurance, and call center operations.
Key Responsibilities:
1. Leadership & People Management
- Lead, mentor, and manage multiple teams across in-house and outsourced call centers.
- Develop team capabilities through training, coaching, and performance management.
- Maintain high staff engagement and reduce attrition rates through effective leadership strategies.
- Set KPIs and performance targets aligned with business objectives.
2. Telemarketing & Sales Operations
- Oversee outbound and inbound telemarketing campaigns for insurance products and services.
- Drive revenue growth, sales conversion, and portfolio retention across multiple campaigns.
- Design, implement, and refine sales strategies to achieve monthly, quarterly, and annual targets.
- Monitor sales performance metrics, identify gaps, and implement corrective measures.
3. Customer Experience & Relationship Management
- Maintain strong relationships with key clients, ensuring high levels of customer satisfaction.
- Resolve escalated customer concerns promptly and effectively.
- Develop strategies to enhance customer retention and reduce lapses or cancellations.
4. Process & Operational Excellence
- Develop and maintain SOPs, workflows, and processes for telemarketing and service operations.
- Implement system enhancements, technology, and tools to optimize operational efficiency.
- Conduct quality assurance and performance analysis to improve productivity and service quality.
5. Strategic Planning & Reporting
- Prepare and manage budgets, forecasts, and resource allocation for multiple campaigns.
- Generate reports, analyze results, and provide strategic recommendations to senior management.
- Support business development initiatives through insights and campaign performance analysis.
Required Skills & Competencies:
- Strong leadership, team management, and people development skills.
- Proven track record in telemarketing, call center management, and insurance operations.
- Excellent analytical, problem-solving, and strategic planning capabilities.
- Strong interpersonal, negotiation, and relationship management skills.
- Familiarity with insurance products (General Insurance & Life Insurance) and regulatory requirements.
- Results-driven, highly motivated, and able to work under pressure.
