Operations Manager

Requirement Criteria for a Manager Insurance Vertical (Contact Center)
Position: Manager Insurance Vertical (Preferably Health Insurance)
Experience Required: 8+ Years in Contact Center Operations (All within Insurance, preferably Health Insurance)
Key Requirements:

1. Experience & Industry Knowledge:
• Minimum of 8 years of experience in a contact center environment, with all years dedicated to the insurance sector (preferably health insurance / OPD/ Critical Care).
• Proven experience in setting up and managing contact center operations from scratch, specifically within the insurance industry.
• In-depth knowledge of insurance processes, customer handling, Script Creation specific to the insurance sector under health / OPD / Critical Care.

1. Analytical & Problem-Solving Skills:
• Must have excellent analytical abilities to monitor, assess, and improve performance metrics.
• Strong decision-making capabilities based on data insights.
• Ability to identify patterns, trends, and areas for improvement within the program.
• Must be proficient in managing reports and derive actionable insights.
• Six Sigma Green Belt preferred.

1. Excel Proficiency:
• Advanced proficiency in Microsoft Excel, with hands-on experience in creating detailed reports, dashboards, and data visualizations.
• Should be able to analyze datasets, create pivot tables, and develop analytics as needed for operations.

1. Leadership & People Management:
• Excellent people management skills with experience leading teams in a contact center environment.
• Proven ability to mentor, coach, and develop talent to enhance team performance.
• Strong motivator capable of driving employee engagement, retention, and continuous improvement initiatives.
• Must possess conflict resolution and performance management skills to handle operational challenges and personnel issues efficiently.

1. Hands-On Approach:
• Willingness to get involved in the ground-level work, especially during the initial phases of setting up processes.
• Capability to handle operations directly, lead by example, and assist the team in overcoming day-to-day challenges.
• Flexibility to transition from a strategic role to operational tasks as required.

1. Process Improvement & Operational Efficiency:
• Experience in setting up processes and building operational frameworks from scratch, including the implementation of best practices.

1. Communication & Stakeholder Management:
• Strong communication skills for interacting with internal teams.
• Ability to collaborate with cross-functional teams to ensure seamless service delivery and operational alignment with business objectives.
• Comfortable presenting insights and performance updates to senior management.

1. Performance Metrics & KPI Management:
• Ability to track, analyze, and report on key performance indicators (KPIs) for the contact center, ensuring targets are met or exceeded.
• Develop and implement strategies for improving overall efficiency.