Team Leader – Customer Service

5 days ago

Kochi, India Policybazaar.com Full time

Job Title: Team Leader – Customer Service (Inbound Voice Process, B2C)

Work Location: Kochi (onsite role).

Department: Customer Support / Contact Center

Reports to: Manager / Operations Head

⸻

Job Summary:

We are seeking an experienced Assistant Manager – Customer Service to oversee a team of 20+ inbound customer service executives in a B2C voice process environment. The role involves driving service excellence, ensuring process compliance, handling escalations, and mentoring the team to deliver superior customer experiences.

⸻

Key Responsibilities:

Team Leadership & Management

• Lead, coach, and manage a team of 10+ customer service associates.

• Monitor daily performance, ensure adherence to schedules, and manage workforce planning.

• Conduct performance reviews, one-on-one discussions, and team huddles.

Customer Service Delivery

• Ensure timely and professional resolution of inbound customer queries and complaints.

• Handle escalations and ensure first call resolution (FCR).

• Maintain key SLAs including AHT, CSAT, NPS, and quality scores.

Performance & Reporting

• Track and analyze team performance against KPIs.

• Prepare daily/weekly/monthly MIS and share insights with management.

• Identify improvement areas and implement corrective measures.

Process Excellence & Compliance

• Ensure process adherence, quality standards, and compliance with company policies.

• Collaborate with training and quality teams to upskill team members.

• Drive continuous improvement initiatives to enhance customer experience.

Employee Engagement & Development

• Support hiring, onboarding, and training of new associates.

• Motivate team members through recognition programs and engagement activities.

• Develop high-potential employees for future leadership roles.

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Key Skills & Competencies:

• Strong leadership and team-handling ability (20+ associates).

• Excellent communication and interpersonal skills.

• Knowledge of call center KPIs: AHT, FCR, CSAT, NPS, Attrition, Shrinkage.

• Problem-solving and conflict management skills.

• Proficiency in MS Excel, MIS reporting, and call center tools/CRM.

⸻

Qualifications & Experience:

• Graduate in any discipline.

• 4–7 years of experience in customer service (Inbound Voice, B2C).

• Minimum 1–2 years of experience in team handling (30+ members).

• Exposure to BPO / BFSI / Telecom / E-commerce industries preferred.

Interested candidates are invited to share their CV via WhatsApp at 9934827654 or email at Sumankumari1@policybazaar.com. Please include the following details in your application:

- Name

- Phone number

- Total experience

- Current CTC

- Notice period

- Date of Birth

- Languages spoken

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