Job Summary

The Contact Center Manager will lead and manage the D2C Life Insurance telesales team responsible for converting digital leads into policy sales. The role requires driving revenue growth, improving lead conversion rates, ensuring regulatory compliance, and delivering an exceptional customer experience throughout the online insurance purchase journey.

Key Responsibilities

Sales & Revenue Management

• Drive achievement of monthly, quarterly, and annual sales targets.

• Manage inbound and outbound sales operations for life insurance products.

• Develop strategies to maximize lead conversion and policy issuance.

• Track and improve sales funnel metrics from lead to policy issuance.

• Collaborate with marketing teams to optimize lead quality and campaign performance.

Team Leadership

• Lead, coach, and motivate a team of Team Leaders and Insurance Sales Advisors.

• Conduct regular performance reviews and one-on-one coaching sessions.

• Develop training plans focused on insurance products, objection handling, and sales skills.

• Manage workforce planning, shift scheduling, and productivity.

D2C Process Management

• Oversee the complete customer journey from lead generation to policy issuance.

• Ensure effective follow-up on website leads, partner leads, and digital campaigns.

• Optimize sales scripts and call flows based on customer insights.

• Monitor call quality and compliance standards.

Customer Experience

• Improve customer satisfaction and policy purchase experience.

• Handle escalations related to sales, underwriting, and policy issuance.

• Ensure transparent communication regarding product features, benefits, exclusions, and premium payments.

Compliance & Governance

• Ensure adherence to insurance regulations, company policies, and sales practices.

• Monitor call recordings and quality audits.

• Maintain regulatory compliance in all customer interactions and sales disclosures.

Analytics & Reporting

• Prepare daily, weekly, and monthly performance reports.

• Analyze sales productivity, conversion rates, and revenue performance.

• Identify process improvement opportunities through data analysis.

Key Performance Indicators (KPIs)

• Monthly Premium Collected (APE/Annualized Premium Equivalent)

• Policies Issued

• Lead-to-Sale Conversion Rate

• Revenue Achievement (%)

• Contact Rate

• Quote-to-Issuance Ratio

• Cost per Acquisition (CPA)

• Persistency Rate

• Customer Satisfaction (CSAT)

• Quality & Compliance Score

• Agent Productivity

• Team Attrition Rate

Required Qualifications

• Bachelor's degree in Business, Marketing, Finance, or related field.

Experience

• 5–10 years of sales experience.

• Minimum 3–5 years managing a telesales or call center team.

• Experience in D2C Life Insurance, Health Insurance, InsurTech, or Financial Services.

• Proven track record of achieving sales targets and managing large teams.

Required Skills

• D2C Sales Management

• Life Insurance Product Knowledge

• Contact Center Operations

• Digital Lead Management

• Team Leadership & Coaching

• CRM & Dialer Management

• Performance Analytics

• Customer Retention Strategies

• Stakeholder Management

• Compliance & Risk Awareness

Tools & Platforms

• CRM LeadSquared,)

• Dialer Systems

• Customer Engagement Platforms

• Excel, Power BI, MIS Reporting Tools