Centre Manager - Tele Sales

Job Description

Job Title

Centre Manager - Tele Sales

Location

Mumbai

Department

Axis

Function

Virtual & Nudge

Reporting to

Segment Head – Respective LOB

Band

4

Function Summary

Introduction: Virtual relationship is a new initiative aimed to proactively engage with the customer and enhance customer experience by assigning a dedicated relationship manager to resolve all customer concerns related to his policy. This initiative is expected to improve customer experience as in the present scenario we have transactional approach wherein different business partners approach the policy holder for specific activity:

1. Resolving policy service need
2. Renewal collection to resolve policy holder’s service needs,
3. Cross sale opportunity.

Job Summary

Looking for a dedicated and experienced Centre Manager Virtual to lead and manage a remote team of sales agents, providing guidance and support to ensure the achievement of sales targets and operational excellence. This role requires strong leadership, operational expertise, and a deep understanding of the insurance industry, as well as experience managing remote teams.

·  Team Management: Lead and manage a remote team of virtual agents (FLS Virtual and Nudge Tele Sales), ensuring that all team members are effectively performing their duties and meeting targets.

·  Sales Performance Monitoring: Track team performance against KPIs such as sales targets, conversion rates, and lead generation, and provide coaching or corrective actions as needed.

·  Process Optimization: Continuously improve the virtual sales process, ensuring high efficiency, customer engagement, and successful policy conversions.

·  Lead Nurturing: Follow-up on leads generated from various channels, using a "nudge" technique to gently encourage prospects to take action and convert.

·  Customer Interaction: Engage in conversations with prospects, answering their questions and addressing concerns to build trust and confidence.

·  Conversion & Closing Sales: Drive the sales process by effectively closing deals, handling objections, and ensuring that policies are successfully issued.

·  Customer Satisfaction: Oversee customer interactions to ensure that high levels of customer satisfaction are maintained and that any issues or complaints are addressed promptly.

·  Reporting & Analytics: Generate and review performance reports to track individual and team progress. Use data to make informed decisions about staffing, training, and operational improvements.

·  Compliance & Quality Assurance: Ensure that all team members adhere to industry regulations and internal policies, maintaining a high standard of compliance and ethical conduct.

Key skills required

• Strategic thinking
• Process understanding
• Effective project management skills
• Building collaboration – ability to influence team
• Customer centricity.

Key Relationships Management (Internal /External)

External: Call center vendors

Internal: C-Suite Management, Channel Head, SPARC team, Cross-functional teams

Job Description

Job Title

Centre Manager - Tele Sales

Location

Mumbai

Department

Axis

Function

Virtual & Nudge

Reporting to

Segment Head – Respective LOB

Band

4

Function Summary

Introduction: Virtual relationship is a new initiative aimed to proactively engage with the customer and enhance customer experience by assigning a dedicated relationship manager to resolve all customer concerns related to his policy. This initiative is expected to improve customer experience as in the present scenario we have transactional approach wherein different business partners approach the policy holder for specific activity:

1. Resolving policy service need
2. Renewal collection to resolve policy holder’s service needs,
3. Cross sale opportunity.

Job Summary

Looking for a dedicated and experienced Centre Manager Virtual to lead and manage a remote team of sales agents, providing guidance and support to ensure the achievement of sales targets and operational excellence. This role requires strong leadership, operational expertise, and a deep understanding of the insurance industry, as well as experience managing remote teams.

·  Team Management: Lead and manage a remote team of virtual agents (FLS Virtual and Nudge Tele Sales), ensuring that all team members are effectively performing their duties and meeting targets.

·  Sales Performance Monitoring: Track team performance against KPIs such as sales targets, conversion rates, and lead generation, and provide coaching or corrective actions as needed.

·  Process Optimization: Continuously improve the virtual sales process, ensuring high efficiency, customer engagement, and successful policy conversions.

·  Lead Nurturing: Follow-up on leads generated from various channels, using a "nudge" technique to gently encourage prospects to take action and convert.

·  Customer Interaction: Engage in conversations with prospects, answering their questions and addressing concerns to build trust and confidence.

·  Conversion & Closing Sales: Drive the sales process by effectively closing deals, handling objections, and ensuring that policies are successfully issued.

·  Customer Satisfaction: Oversee customer interactions to ensure that high levels of customer satisfaction are maintained and that any issues or complaints are addressed promptly.

·  Reporting & Analytics: Generate and review performance reports to track individual and team progress. Use data to make informed decisions about staffing, training, and operational improvements.

·  Compliance & Quality Assurance: Ensure that all team members adhere to industry regulations and internal policies, maintaining a high standard of compliance and ethical conduct.

Key skills required

• Strategic thinking
• Process understanding
• Effective project management skills
• Building collaboration – ability to influence team
• Customer centricity.

Key Relationships Management (Internal /External)

External: Call center vendors

Internal: C-Suite Management, Channel Head, SPARC team, Cross-functional teams