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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 nor
Multinational business services company headquartered in Fremont, California
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