Call Center Ops Manager

Operations Manager – Call Center 

Sector: Insurance / InsurTech 

Location: Noida 

Experience: 7+ Years 

Reporting to: Head of Operations / COO 

Role Overview 
We are looking for a seasoned Operations Manager to build and lead our high-performance insurance contact center. You will be responsible for the end-to-end service delivery strategy, from workforce management (WFM) to regulatory compliance. Your mission is to ensure that our "Go-Live" phase transitions into a stable, scalable, and world-class customer excellence department. 

Strategic Responsibilities 
● Departmental Strategy: Design and implement the operational framework for both 
inbound service and outbound sales support. 
● Performance Architecture: Define and take ownership of "North Star" metrics: SLA 
(Service Level Agreements), AHT (Average Handle Time), FCR (First Call Resolution), 
and NPS/CSAT. 
● Workforce Management: Oversee capacity planning, shift rotation, and headcount 
forecasting to match the rapid growth of our merchant base. 
● Insurance Compliance: Ensure 100% adherence to industry regulations (e.g., IRDAI 
guidelines, Data Privacy/GDPR). Conduct regular audits on call recordings for quality 
and legal compliance. 
● Setting up team and agent level sales targets, ensuring targets are met etc. 
● Stakeholder Management: Act as the bridge between Product, Marketing, and Field 
Sales to ensure the call center is aligned with broader company goals. 

Required Leadership Skills 
● Industry Experience: 7+ years in contact center operations, with at least 3-4 years 
specifically in the Insurance domain (Claims, Renewals, or Underwriting support).  
● Leadership: Proven experience managing a large-scale team through subordinate Team 
Leads and Supervisors.  
● Data-Driven Mindset: Ability to turn raw call data into actionable insights and executive-level 
reports.  
● Process Improvement: Lean Six Sigma or COPC certification is a significant plus.  
● Launch Experience: Prior experience in a "Go-Live" or "Zero-to-One" startup environment is 
highly preferred