Role: Senior Manager – Retention (Team Lead)

 Job location: Thane & Goregaon 

Budget: Fixed – Hike on Fixed + Variables – Max upto 30% of fixed CTC

Position Overview

Handling Outbound sales team of 15 to 18 callers, to drive and achieve Tata AIG renewal and rollover business targets.

• Monitor and evaluate the daily performance of CCEs through call audits, dashboards, and productivity reports.
• Identify improvement areas for each CCE and create personalized development plans.
• Provide constructive feedback regularly to enhance call quality and achieve performance targets.

   Role and Responsibilities

§   Performance Monitoring & Coaching

§   Calibration & Stakeholder Collaboration

§   KPI Management

§   Briefings & Communication

§   Target Achievement

§   Customer Satisfaction (Internal and External)

§   Workforce Management

education & experience requirements

§   Graduate

§   2 to 3 yrs of Outbound sales team handling experience

§   General Insurance sales  and call center experience preferred

§   Basic EXCEL knowledge

§   Should be able to read and analysis report

• Strong leadership and team management skills
• Excellent communication and coaching abilities
• Understanding of outbound sales/service operations
• Analytical skills to interpret performance data
• Problem‑solving and conflict‑resolution skills
• Process‑oriented with high attention to detail