Niva Bupa - Senior Centre Head - Telesales/BPO Operations

Key Roles & Responsibilities.

Primary Role Description.

- Daily Floor Management & Business Outcomes.

- Be in charge of running and managing the team daily, driving expected business outcomes from the allocated Telesales center.

- Understand all organizations products, services, procedures and guidelines and communicate same to all team members.

Team management:

- Responsible to recruit, onboard authorized verifiers on timely basis.

- Coach, inspire and motivate allocated Authorized Verifiers and Telesales Relationship Managers for the allocated centre.

Training & Quality:

- Train, coach, mentor Telesales relationship managers, Authorized Verifiers of the partner relationship on MBHI products, processes, guidelines including soft skills to drive sales of Max Bupa Health Insurance solutions.

- Monitor calls to ensure that due procedures and quality standards are strictly adhered to; active engage, facilitate for customer calls on phone especially for critical customers (ticket size, escalations etc).

- Keep up with the trends and happenings in the industry and ensuring adherence to industry standards.

- Good understanding of the market dynamics in the respective sector.

Relationship & Stakeholder management:

- Create and manage strong relationship with supervisory chain with concern key stakeholders in partner bank.

- Coordinate with different departments (internally) ensure timely issuance of policies, other business requirements (endorsements, claims etc).

- Prepare, submit, monitor, track daily sales MIS & Reports.

Preferred Skill Set:

- High analytical proficiency.

- Very Good Relationship Management Skills.

- Prior experience in a large BPO/ Telesales set up in outbound/ inbound Telesales with teams handling experience.

- Pro-active approach in issue resolution.

- Good Communication And Presentation Skills.

- Personal credibility & effectiveness.

- Customer Focus And Strong Interpersonal Skills.

Key Requirements Education & Certificates. Graduate & Post Graduate (In Any Field).

Key Measures of Performance.

- Drive expected business outcomes for the Telesales centre productivity, average ticket size, no. of policies.

- Drive productivity of AVs of getting optimum calls/ Leads and optimum Lead conversion.

- Attrition for the team.

- Conducting coaching and training, drive motivation and engagement within the team.

- Control the Loss ratio of unit by ensuring product mix in line to Organization objectives.

- Driving sales quality through controlling policy cancellations/ endorsements.

Key Requirements Experience & Skills:

- Interpersonal Skills.

- Negotiation Skills.

- Product Knowledge.

- Problem-Solving.

- Customer Focus.