Call Center – Sales & Support

Our career map helps you take charge of your professional growth. With 10 growth levels, from L1 to L10, each step features clear milestones to support your development.

Our career map helps you take charge of your professional growth. With 10 growth levels, from L1 to L10, each step features clear milestones to support your development. Open the document as a table ↗

Telesales Team

Customer Service & Claims

Management

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Individual Contributor

IC-1

Telesales Intern

Experience

No prior experience required. This role is designed for students or entry-level candidates starting their career in insurance sales. The focus is on observing, learning, and gradually supporting the team in simple tasks.

Area of Responsibility

Supports the telesales team by assisting with data entry, CRM updates, call preparation, and observing live calls. Participates in onboarding training, shadowing, and internal workshops.

The goal is to understand the basics of telesales operations, products, and scripts.

Skills

Understands basic sales etiquette and call center communication tone
Learns to navigate CRM and call logging systems (e.g., Freshdesk, Salesforce, etc.)
Supports the preparation of customer lists, script review, and follow-up logging
Actively listens during shadow calls and training sessions
Demonstrates eagerness to learn about insurance products, policy types, and objection handling
Follows supervisor/team lead instructions and adapts based on feedback
Shows professionalism, punctuality, and team collaboration

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IC-2

Junior Telesales Specialist

Experience

Completed onboarding and basic telesales training. Ready to perform scripted outbound calls under supervision.

Area of Responsibility

Executes outbound calls based on lead lists. Introduces insurance products, qualifies potential customers, and logs key information. Focus is on following scripts correctly and building confidence in voice communication.

Works under the guidance of a Senior or Supervisor. Performance is monitored through basic sales KPIs.

Skills

Follows telesales scripts accurately and consistently
Delivers clear, confident, and professional pitches
Uses CRM tools to log call outcomes, update lead status, and add customer notes
Understands core insurance products (e.g., motor, travel) and can explain basic benefits
Handles basic objections or questions and forwards complex queries to senior staff
Begins tracking daily metrics (e.g., calls made, conversion attempts, follow-ups)
Adheres to compliance, call quality standards, and script integrity

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IC-3

Middle Telesales Specialist

Experience

Comfortable handling outbound calls independently. Demonstrates growing confidence in navigating conversations and converting leads.

Area of Responsibility

Executes full telesales cycle for standard products. Begins adjusting pitch to customer needs while staying compliant with scripts.

Owns conversion outcomes for qualified leads and supports junior agents when needed.

Skills

Adapts sales pitch to the customer profile while staying within script boundaries
Identifies buying signals and leads the customer through the decision
Handles typical objections and questions with confidence
Follows up on warm leads, call-backs, and missed opportunities
Tracks own KPIs (e.g., conversion %, call-to-sale ratio, daily targets)
Provides feedback to TL on lead quality or script improvements

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IC-4

Senior Telesales Specialist

Experience

Consistently performs above target. Recognized as a trusted advisor within the telesales team.

Area of Responsibility

Manages high-value leads, complex objections, and supports team performance. Begins mentoring juniors and contributing to knowledge sharing.

Often involved in refining techniques, setting best practices, and assisting in onboarding.

Skills

Leads high-conversion sales conversations across product lines
De-escalates objections, offers counter-solutions, and closes difficult cases
Coaches junior agents during roleplays or post-call reviews
Shares top-performing techniques with team or TL
Maintains CRM hygiene and leaves structured notes for future contact
Suggests improvements to call flow and sales process

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IC-5

Telesales Supervisor

Experience

Highly experienced agent with the ability to lead a shift operationally. Trusted to manage live performance and frontline coaching.

Area of Responsibility

Oversees live calling activity across a small group (5–10 agents). Ensures quality, efficiency, and immediate issue resolution during working hours.

Acts as bridge between Team Lead and agents for operations, real-time decisions, and basic people support.

Skills

Monitors call dashboards (call wait time, AHT, conversion %) and redistributes calls as needed
Provides live coaching and immediate feedback after difficult calls
Supports escalations, absences, and shift handovers
Keeps performance trackers and reports live shift status to the Team Lead
Ensures all agents are aligned with campaign goals and daily expectations
Participates in daily/weekly stand-ups with management

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No items found.

IC-1

Trainee

Experience

Entry-level, little to no prior professional experience in frontend development.

Area of Responsibility

Learning and applying basic frontend concepts, writing simple components under supervision.

Skills

HTML/CSS: Understanding and using basic HTML elements and CSS styles.
JavaScript: Familiarity with basic JavaScript (ES6+) concepts.
Git: Basic version control operations, understanding of repositories.
Soft Skills: Effective communication, openness to feedback, willingness to learn and improve.

IC-2

Junior

Experience

More then 1 year of experience in frontend development.

Area of Responsibility

Developing small features, fixing bugs, and understanding project architecture.

Skills

HTML/CSS: Proficient in semantic HTML and CSS preprocessors (e.g., Sass).
JavaScript: Knowledge of ES6+, basic use of libraries like Vue.js or React.
Version Control: Confident use of Git, contributing to code reviews.
Soft Skills: Basic teamwork and communication, handling constructive criticism.

IC-3

Middle I

Experience

More then 2 years of solid frontend experience.

Area of Responsibility

Developing features independently, improving existing components, participating in code reviews.

Skills

JavaScript & Frameworks: Deep knowledge of ES6+, Vue.js ecosystem, understanding UI component libraries.
Coding Practices: Writing clean and maintainable code, understanding coding patterns and principles.
Infrastructure: Familiarity with build tools (Webpack, Babel) and CI/CD pipelines.
Soft Skills: Working well in a team, basic problem-solving and critical thinking.

IC-4

Middle II

Experience

More then 3 years of experience in frontend, capable of handling complex tasks.

Area of Responsibility

Leading feature implementation, optimizing performance, and mentoring juniors.

Skills

Advanced JavaScript: Mastery of core concepts, meta-frameworks, and server-side rendering (SSR).
Testing: Writing unit tests and understanding end-to-end testing frameworks.
Optimization: Improving load times, optimizing SEO, and handling responsive design challenges.
Soft Skills: Effective collaboration, taking initiative, and providing constructive feedback.

IC-5

Senior I

Experience

More then 4 years of frontend development experience.

Area of Responsibility

Designing and implementing complex systems, contributing to architectural decisions.

Skills

Architecture & Patterns: Understanding design patterns, OOP, and functional programming.
Security: Awareness of common vulnerabilities and how to mitigate them.
Performance Tuning: Deep understanding of browser performance and optimization.
Soft Skills: Strong communication, mentoring, and conflict resolution skills.

IC-6

Senior II

Experience

Recognized as an expert in frontend development.

Area of Responsibility

Driving project quality, ensuring best practices, leading codebase improvements.

Skills

Frontend Mastery: Proficient in multiple frameworks (Vue.js, React, Angular), full understanding of TypeScript.
Code Review & Testing: Leading code reviews, implementing automated testing strategies.
CI/CD & Infrastructure: Advanced setup and maintenance of continuous integration and delivery.
Soft Skills: Strategic thinking, decision-making, and adaptability to change.

IC-7

Principal

Experience

Strategic leader in frontend development.

Area of Responsibility

Shaping the technical direction, mentoring senior engineers, overseeing large projects.

Skills

Strategic Planning: Defining and implementing frontend strategies, architectural design.
Innovation: Proposing innovative solutions, optimizing frameworks and libraries.
Stakeholder Communication: Effectively interacting with product owners and management.
Soft Skills: High-level collaboration, influencing team direction, handling complex challenges.

IC-8

Tech Lead

Experience

Extensive experience in leading frontend projects and teams.

Area of Responsibility

Technical leadership, architecture design, and ensuring project alignment with company goals.

Skills

Technology Leadership: Guiding the team on technical implementations, making strategic tech decisions.
Code Quality: Establishing and maintaining coding standards, enforcing best practices.
CI/CD & DevOps: Expertise in infrastructure, server configuration, and deployment strategies.
Soft Skills: Effective delegation, inspiring and motivating the team, strategic decision-making.

└──

Individual Contributor

IC-1

Customer Support Intern

Experience

No previous experience required. Designed for students or entry-level professionals interested in insurance support and customer care.

Area of Responsibility

Learn how customer service operates in an insurance environment. Supports the team in basic administrative tasks, listens to real calls, and practices with knowledge base tools.

Focus is on observing live service interactions and understanding basic processes like claim initiation and policy servicing.

Skills

Understands call center etiquette, listening techniques, and empathy principles
Practices using CRM and service ticket systems under supervision
Learns the structure of insurance policies and common customer questions
Supports with tagging, documentation, and FAQs
Follows guidance from mentor or supervisor and absorbs feedback

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IC-2

Junior Customer Service Specialist

Experience

Completed onboarding and live call training. Begins handling basic customer inquiries independently.

Area of Responsibility

Answers incoming calls and responds to general customer queries, such as policy confirmation, document requests, or claim status.

Transfers complex calls to senior agents or escalates based on procedure.

Skills

Confirms caller identity and logs information in the CRM
Provides accurate answers about coverage, policy status, or timelines
Understands when to follow standard scripts vs free-form responses
Tracks daily cases and ensures all follow-ups are scheduled
Begins developing familiarity with products, claim types, and service SLAs

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IC-3

Customer Service Specialist

Experience

Handles customer requests independently and with confidence. Familiar with core insurance products and claims workflows.

Area of Responsibility

Manages standard inbound service and claims-related queries. Owns the resolution process from start to finish for most cases.

Handles requests such as claim follow-ups, policy changes, and documentation support.

Skills

Explains policy terms, coverage details, and eligibility clearly
Tracks active claims and updates customers on progress
Coordinates with internal teams (e.g., Claims, Underwriting)
Escalates only when necessary and with full context
Ensures accurate data entry and call documentation
Meets KPIs: first contact resolution, AHT, customer satisfaction

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IC-4

Senior Customer Service Specialist

Experience

Recognized as a reliable, experienced agent capable of handling escalated or complex requests.

Area of Responsibility

Deals with high-sensitivity cases: disputed claims, delayed resolutions, or frustrated customers. Supports junior agents in understanding edge cases.

Works across functions to resolve non-standard situations and ensures proper closure.

Skills

Manages emotional or high-pressure calls with empathy and structure
Understands nuances of policy exclusions, deadlines, and exceptions
Coordinates follow-ups across Claims, Legal, or Tech if needed
Supports internal documentation improvements (FAQs, playbooks)
Coaches juniors during downtime or roleplay sessions
Reports recurring issues or product confusion to the Team Lead

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IC-5

Customer Support Supervisor

Experience

Experienced service professional with a proven track record of quality performance. Takes on coordination duties during shifts and supports the Team Lead in daily operations.

Area of Responsibility

Manages real-time support operations: distributes workload, monitors live metrics (queue, SLA, AHT), and resolves frontline issues before escalation.

Supports service quality by coaching junior staff and tracking operational health during the shift.

Skills

Monitors queue, agent availability, and SLA compliance during live operations
Reassigns tickets or calls based on agent load and issue type
Provides fast, actionable feedback to agents post-call
Handles minor escalations and transfers major ones to Team Lead
Documents shift performance and issues for daily handovers
Supports onboarding, knowledge checks, and buddy sessions for new hires
Acts as the first point of contact when TL is not available

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IC-6

Customer Service Quality Lead

Experience

Highly experienced customer service professional with deep understanding of support standards, tone, regulatory compliance, and service excellence. Acts as a quality ambassador across the support function.

Area of Responsibility

Owns service quality auditing and coaching across the support team. Reviews recorded interactions, evaluates adherence to internal standards, and drives consistency in tone, resolution quality, and data accuracy.

Collaborates closely with the Team Lead and Supervisors to improve service workflows and maintain a high customer satisfaction baseline.

Skills

Audits service calls using internal scorecards focused on empathy, resolution, compliance, and product accuracy
Tracks quality trends, identifies gaps, and escalates recurring issues to leadership
Leads regular 1:1 coaching sessions with agents (especially Q2–Q4)
Coordinates knowledge-sharing sessions or micro-trainings (e.g., policy refreshers)
Maintains documentation of best practices, updated scripts, and objection handling approaches
Aligns with regulatory/compliance teams on tone, disclosures, and sensitive call types (e.g., cancellations, denials)
Supports calibration sessions and QA standard alignment across support and sales functions

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No items found.

IC-1

Trainee

Experience

Entry-level, little to no prior professional experience in frontend development.

Area of Responsibility

Learning and applying basic frontend concepts, writing simple components under supervision.

Skills

HTML/CSS: Understanding and using basic HTML elements and CSS styles.
JavaScript: Familiarity with basic JavaScript (ES6+) concepts.
Git: Basic version control operations, understanding of repositories.
Soft Skills: Effective communication, openness to feedback, willingness to learn and improve.

IC-2

Junior

Experience

More then 1 year of experience in frontend development.

Area of Responsibility

Developing small features, fixing bugs, and understanding project architecture.

Skills

HTML/CSS: Proficient in semantic HTML and CSS preprocessors (e.g., Sass).
JavaScript: Knowledge of ES6+, basic use of libraries like Vue.js or React.
Version Control: Confident use of Git, contributing to code reviews.
Soft Skills: Basic teamwork and communication, handling constructive criticism.

IC-3

Middle I

Experience

More then 2 years of solid frontend experience.

Area of Responsibility

Developing features independently, improving existing components, participating in code reviews.

Skills

JavaScript & Frameworks: Deep knowledge of ES6+, Vue.js ecosystem, understanding UI component libraries.
Coding Practices: Writing clean and maintainable code, understanding coding patterns and principles.
Infrastructure: Familiarity with build tools (Webpack, Babel) and CI/CD pipelines.
Soft Skills: Working well in a team, basic problem-solving and critical thinking.

IC-4

Middle II

Experience

More then 3 years of experience in frontend, capable of handling complex tasks.

Area of Responsibility

Leading feature implementation, optimizing performance, and mentoring juniors.

Skills

Advanced JavaScript: Mastery of core concepts, meta-frameworks, and server-side rendering (SSR).
Testing: Writing unit tests and understanding end-to-end testing frameworks.
Optimization: Improving load times, optimizing SEO, and handling responsive design challenges.
Soft Skills: Effective collaboration, taking initiative, and providing constructive feedback.

IC-5

Senior I

Experience

More then 4 years of frontend development experience.

Area of Responsibility

Designing and implementing complex systems, contributing to architectural decisions.

Skills

Architecture & Patterns: Understanding design patterns, OOP, and functional programming.
Security: Awareness of common vulnerabilities and how to mitigate them.
Performance Tuning: Deep understanding of browser performance and optimization.
Soft Skills: Strong communication, mentoring, and conflict resolution skills.

IC-6

Senior II

Experience

Recognized as an expert in frontend development.

Area of Responsibility

Driving project quality, ensuring best practices, leading codebase improvements.

Skills

Frontend Mastery: Proficient in multiple frameworks (Vue.js, React, Angular), full understanding of TypeScript.
Code Review & Testing: Leading code reviews, implementing automated testing strategies.
CI/CD & Infrastructure: Advanced setup and maintenance of continuous integration and delivery.
Soft Skills: Strategic thinking, decision-making, and adaptability to change.

IC-7

Principal

Experience

Strategic leader in frontend development.

Area of Responsibility

Shaping the technical direction, mentoring senior engineers, overseeing large projects.

Skills

Strategic Planning: Defining and implementing frontend strategies, architectural design.
Innovation: Proposing innovative solutions, optimizing frameworks and libraries.
Stakeholder Communication: Effectively interacting with product owners and management.
Soft Skills: High-level collaboration, influencing team direction, handling complex challenges.

IC-8

Tech Lead

Experience

Extensive experience in leading frontend projects and teams.

Area of Responsibility

Technical leadership, architecture design, and ensuring project alignment with company goals.

Skills

Technology Leadership: Guiding the team on technical implementations, making strategic tech decisions.
Code Quality: Establishing and maintaining coding standards, enforcing best practices.
CI/CD & DevOps: Expertise in infrastructure, server configuration, and deployment strategies.
Soft Skills: Effective delegation, inspiring and motivating the team, strategic decision-making.

M-7

Sales / Service Team Lead

Experience

Promoted from Supervisor or Senior Specialist level. Demonstrated strong operational leadership, coaching ability, and consistent team performance impact.

Area of Responsibility

Leads a functional team (Telesales or Customer Support). Responsible for team KPIs, daily operations, agent development, shift planning, and performance feedback.

Acts as the people manager for 8–15 direct reports and owns weekly team-level delivery.

Skills

Sets daily, weekly, and monthly performance goals and monitors against targets
Provides structured 1:1 feedback, runs retrospectives, and supports career growth of IC team
Manages scheduling, coverage, and staffing needs (in coordination with Workforce Planning)
Coaches team on sales techniques (Telesales) or resolution strategies (Support)
Owns escalation resolution and customer complaints within their team
Reports team performance, risks, and suggestions to Head of Call Center
Participates in QA calibrations, hiring interviews, and onboarding sessions

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M-8

Head of Call Center

Experience

Experienced team leader or department head. Proven record of managing large support or telesales teams, improving efficiency, and aligning operations with business goals.

Area of Responsibility

Leads the entire Call Center across both Telesales and Customer Support functions. Owns organizational performance, cross-team processes, staffing strategy, tooling, and reporting to leadership.

Responsible for service quality, sales outcomes, efficiency metrics, and talent development.

Skills

Defines and monitors department-wide KPIs (SLA, CSAT, sales targets, NPS, AHT, etc.)
Oversees Team Leads, Supervisors, QA, and Training functions
Aligns processes and goals across Sales and Support teams
Owns hiring plan, budget control, and workforce strategy
Leads continuous improvement initiatives (automation, scripting, onboarding, QA upgrades)
Coordinates with Product, IT, and Customer Experience departments for tooling and workflow alignment
Reports on monthly/quarterly performance to COO/CEO and proposes strategic initiatives
Acts as escalation point for critical issues or high-value clients

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Call Center – Sales & Support

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