Team Leader

3 days ago


Cochin, Kerala, India Policybazaar Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job description

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

Work Location: Mumbai (onsite role) ,Hyderabad & Kochi

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 10+ 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.

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.
  • 47 years of experience in customer service (Inbound Voice, B2C).
  • Minimum 12 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 or email at Please include the following details in your application:

- Name

- Phone number

- Total experience

- Current CTC

- Notice period

- Date of Birth

- Languages spoken

Lets connect and build something amazing together


  • Team Leader

    7 days ago


    Cochin, Kerala, India ABE Full time ₹ 2,40,000 - ₹ 3,00,000 per year

    Abe services is one of the most reliable and trusted overseas educational consultancy in India accredited with an AAERI membership with its head office in Cochin. Since 2008, Abe services has established a proven track with helping students achieving their dream of studying abroad.We are looking for a result driven Team leader to be responsible for...

  • Team Leader

    7 days ago


    Cochin, Kerala, India VEEKSHA education Full time ₹ 2,40,000 - ₹ 3,00,000 per year

    Job Title:Team Leader – Academic Outreach & MarketingLocation: Multiple Locations – Ernakulam, Calicut, Malappuram, and nearby districtsOrganization: Veeksha EducationAbout the Role:Veeksha Education is seeking a dynamic and result-oriented Team Leader who will play a key role in promoting our university-affiliated programs across colleges in Kerala. The...

  • Team Leader

    5 days ago


    Cochin, Kerala, India NEEROZHUKKIL VAIDYASALA PVT LTD Full time ₹ 3,00,000 per year

    Job OverviewWe are seeking a dynamic and motivated Sales Team Leader to join our team.RequirementsMinimum 2-3 years of proven experience in team leading, sales and co-ordinationLocationKakkanadCandidates residing at Ernakulam preferredSalaryAs per industrial standardsJob Type: Full-timePay: From ₹25,000.00 per monthWork Location: In person

  • Team Leader

    2 weeks ago


    Cochin, Kerala, India Charter Mercantile Agency Full time ₹ 3,60,000 - ₹ 4,20,000 per year

    Attention All Job SeekersWe are looking for a Team Leader - Debt Collections (Domestic Process)Location: Kakkanad, Cochin (Preferred immediate joiners)Join Charter's expanding team as a Team Leader - Debt Collections in our Domestic Process team. In this role, you will lead a team of Collection Executives, handle both inbound and outbound collection calls,...

  • Team Leader

    1 week ago


    Cochin, Kerala, India Smart Engineering & Design Solutions Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Years of experience :12–15 yearsRole Overview :The Team Leader – Hull Structure Design is responsible for planning, coordinating, and managing all structural design activities for multiple ship design projects—covering both basic and production engineering. The role involves guiding a team of structural engineers and designers, ensuring timely and...

  • Sales Team Leader

    2 weeks ago


    Cochin, Kerala, India AUTOBAHN MAHINDRA Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    An Autobahn Mahindra Sales Team Leader's job involves managing a sales team to achieve targets by training, motivating, and guiding them, ensuring high customer satisfaction, and coordinating daily operations like sales forecasting, customer follow-up, and performance monitoring. They are responsible for driving sales volumes, market share, and maintaining...

  • BPO Team Leader

    7 days ago


    Cochin, Kerala, India Primeiro Innovative Solutions Pvt Ltd Full time ₹ 2,50,000 - ₹ 3,00,000 per year

    Job Description: BPO Team LeaderIndustry: TelecommunicationsRole OverviewWe are seeking a dynamic and results-driven BPO Team Leader to lead and manage a team of tele callers. The ideal candidate will have a strong background in sales, marketing, and team management, with a focus on meeting and exceeding targets.Key ResponsibilitiesTeam Management·...


  • Cochin, Kerala, India Naukri Hospitality Jobs Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    We are looking for a skilled Purchase Team Leader with 3-5 years of experience to join our team in the hospitality industry. The ideal candidate will have a strong background in purchase operations and team management.Roles and ResponsibilityManage and supervise the purchasing team to ensure efficient procurement processes.Develop and implement effective...


  • Cochin, Kerala, India Paytm (One97 Communication Limited) Full time ₹ 60,000 - ₹ 8,00,000 per year

    We're Hiring – Team Leader at PaytmJoin our growing team and take your career to the next levelJob Role: Team Leader – Field SalesQualification: Any DegreeExperience: 2–4 years in team handlingSalary: Up to ₹8 LPAKey Skills: Hiring and manpower managementLocations:Kannur, Kasaragod, Thrissur, Kottayam, Pathanamthitta, Alappuzha & KollamFor more info...


  • Cochin, Kerala, India Palal Motors Full time ₹ 1,80,000 - ₹ 3,60,000 per year

    Job Summary:The Team Leader – Accounts will oversee the day-to-day accounting operations of the dealership, ensure accurate financial reporting, compliance with statutory requirements, and supervise the accounts team. The role demands strong analytical skills, leadership qualities, and the ability to maintain healthy cash flow and financial discipline.Key...