Post a Job FREE ! 

Process Manager-Outbound Call Center 846 views

Job Detail

  1. Position Overview


Position TitleProcess Manager – Outbound Call Center
GradeAssistant Manager


  1. Organizational Relationships


Reports to DirectSr. Manager – Telesales


  1. Job Dimensions


Geographic Area CoveredMumbai & Thane ( Job Location : – Airoli )
Stakeholders InternalHO Operations, IT
Stakeholders ExternalCall Center Vendors , Field Sales Team


About Department: –


The distribution excellence department focuses on engaging prospects & customers on online platforms, transforming engagement into customer interest and converting interest into online conversion of insurance business. The entire customer journey happens online. It contains 2 LOB’s


  • Sell Online: – Advising customers and converting customer interest into NOPs and ANP


  • Lead Generation: – Support direct sales force team by generating hot prospects for assigned campaigns/products


Purpose of the job: –


Key objective is to handle end to end new business for assigned campaigns/products (Owning customer journey from leads to login from all sources).


Managing online response mechanism and telesales units for online business performance & customer onboarding. Business planning & forecast, COA management, business delivery, team & vendor partner management are the core responsibilities of the role.


Ensure effective stakeholder expectation management – Internal/Partners/ Customer.

Identify Cross-sell and Upsell opportunities within department and set-up call center and online journey processes.


  1. Key Result Areas


Process Manager / Business Delivery


§ Strategize and drive call center for MoM target achievement & lead conversion.

§ Strategize and execute projects for call center efficiency improvement.

§ Planning & managing outsourced Call center for business delivery.

§ Lead forecasting and call center planning.

§ Interviewing & certifying outsourced Call center Team.

§ Development & training of call center Team.

§ Managing overall reporting & MIS for all performance parameters.

§ Managing and tracking MoM data campaign-wise and performance.

§ Ensuring proper scrubbing of data as per the validations before uploading to the Call Center CRM.

§ Working closely with CRM and dialer team to align dialing strategy with business requirements.

§ Planning campaign-wise staffing basis analysis of data inflow.

§ Designing and roll-out of incentive plans at Call center. Track effectiveness on business output.

§ Calibrate Call center quality on TATA AIA Life’s outcome expectation.

§ Take business inputs from Call center interactions and VOC and incorporate in customer processes.

§ Adherence to audit & compliance. Keeping process and call center compliant with TRAI and IRDAI distance marketing guidelines.



  1. Skills Required


Behavioral *Level 1Level 2Level 3
Interpersonal skills  ü
Communication skills  ü
Creative thinking skills ü 
Supervising/Leadership skills  ü
Teamwork Skills  ü
Influencing skills ü 
Relationship Building skills  ü
Decision making skills  ü



KNOWLEDGE1. Knowledge of life insurance business and products.
2. Expertise in dialer management and CRM
3. Understanding of outsourcing and vendor management.
4. In depth knowledge of Call center operations.
Should have preferably managed Online business for life insurance products.

Inhouse/Outsourced Call center management for Online Self-Sourced business.

WORK RELATED SKILLS1. Candidate should have Business Perspective/Strategic thinking intent.
2. Should have managed interaction campaigns – Outbound, Email, SMS etc.
3. Effective written Communication and presentation Skills.
4. Good communication skills is an essential to liaison with vendor partners.

5. Relationship management with Vendors, Partners, Bank partners and stakeholders.
7. Manage a team of 5-7 member. Should be good at team development and team management.

PROFESSIONAL EXPERIENCE5-7 years of experience in outsourced Call center management and new set-ups.3-5 years of experience of handling outsourcing call center management preferably in financial products. Online life insurance business management will be added advantage.
EDUCATION QUALIFICATIONSGraduatePostgraduate – MBA/Exe. MBA (Preferably in Marketing or Operations )
Apply for this job

Anwesha datta

Oppurtunities unlimited
Company Information

Contact Us