Team leader – customer service

1 week ago

Mumbai, India Policybazaar.com Full time

Job Title: Team Leader – Customer Service (Inbound Voice Process, B2 C)Work Location: Mumbai (onsite role).Department: Customer Support / Contact CenterReports 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 B2 C 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.⸻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, B2 C).• 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 Whats App at or email at Please include the following details in your application:- Name- Phone number- Total experience- Current CTC- Notice period- Date of Birth- Languages spokenLet’s connect and build something amazing together

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