Call Centre Manager | CARS24

Key Responsibility Areas:

• Oversee and manage the entire spectrum of call center operations, from strategic planning to execution.
• Ensure the smooth functioning and achievement of business KPIs by leading the call center team.
• Mentor and manage a team of outsourced call center agents to deliver consistent performance.
• Establish and maintain strong partnerships with external call center vendors, ensuring adherence to company standards and performance expectations.
• Analyze operational and business metrics to identify areas for improvement and implement effective strategies.
• Design and implement strategies to improve call center efficiency, customer satisfaction, and sales conversion rates.
• Collaborate with product and technology teams to align call center processes with system capabilities, ensuring seamless integration.
• Drive innovation and adoption of technological solutions to streamline operations and improve the overall customer experience.

Desired Profile:

• Minimum 4-5 years of relevant experience in managing insurance sales and call center operations.
• Proven track record of delivering business results in high-performance environments.
• At least 2-3 years of hands-on experience in the Insurtech domain, specifically within Insurance Marketplace operations.
• Experience in scaling operations from the ground up (0 to 1) will be a significant advantage.
• Strong background in collaborating with product and technology teams to drive operational improvements.

If interested, please share your resumes on nikita.bhatia1@cars24.com/ rachna.singh2@cars24.com