Associate Director - B2C Sales Operation

Job Description

Job Description: Call Center Head - B2C TeleSales Location: Gurugram, India Department: B2C Sales Operations Reports to: Chief Business Officer - B2C About InsuranceDekho: InsuranceDekho is a leading insurtech platform simplifying insurance for millions of Indians. With a mission to make insurance accessible and understandable, we leverage technology, human expertise, and a strong advisor network to deliver best-in-class protection products to customers across the country. Role Overview: We are looking for a dynamic and experienced Call Center Head to lead our high-performing B2C TeleSales Call Center. This role is critical in driving customer conversions, improving operational efficiency, and ensuring superior customer experience through voice-based sales. Key Responsibilities: - Strategic Leadership: - Lead the TeleSales Call Center strategy, execution, and performance for B2C life, health, and motor insurance products. - Align call center KPIs with overall business goals and growth metrics. - Operational Management: - Manage daily operations of the call center, including staffing, shift management, quality control, and performance tracking. - Ensure adherence to productivity targets, sales funnel conversion, and service level agreements (SLAs). - Monitor dialer efficiency, lead management, and contact strategy. - People Management: - Lead and mentor a large team of Telesales Manager, Team Leads, Trainers, QAs, and Advisors. - Drive hiring, onboarding, training, and continuous development. - Foster a performance-driven culture with clear KRAs and rewards. - Quality & Compliance: - Implement and enforce quality control processes for call audits, compliance, and sales hygiene. - Ensure adherence to IRDAI guidelines, telemarketing ethics, and company policies. - Technology & Process Improvement: - Collaborate with tech/product teams to enhance CRM, dialer, and lead management systems. - Identify opportunities for automation, efficiency, and customer personalization. - Reporting & Insights: - Track and report daily/weekly/monthly performance metrics to leadership. - Generate insights for improving pitch effectiveness, lead quality, and advisor performance. Key Requirements: - 10-15 years of experience in B2C TeleSales/Call Center leadership roles, preferably in insurance, fintech, or BFSI. - Proven experience in managing large call center teams (500+ seats) and meeting aggressive sales targets. - Strong understanding of dialer operations, CRM systems, and sales funnels. - Hands-on with sales coaching, team motivation, and performance management. - Data-driven mindset with sharp analytical skills and business acumen. - Excellent communication, problem-solving, and stakeholder management skills. What You'll Get: - Opportunity to work at one of India's fastest-growing insurtech companies. - Drive transformation at scale in the digital insurance space. - Collaborative and fast-paced work culture. interested candidate please share cv to - rajvardhan.singh@insurancedekho.com