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Policybazaar
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Team Lead - Customer Support

Team Lead - Customer Support

5 - 10 years

|

5 - 10 Lacs

Posted:1 day ago| Platform:

Apply

Skills Required

customer service bpo team management team handling customer care voice process shrinkage attrition

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles & Responsibilities:

Lead, manage, and mentor a
customer support team
to ensure service quality and SLA adherence
Handle escalations and ensure timely resolution of customer queries
Monitor team performance, productivity, and quality metrics
Prepare and analyze
MIS reports using MS Excel
Conduct team meetings, coaching sessions, and performance reviews
Ensure compliance with company policies, processes, and quality standards
Coordinate with internal stakeholders to improve customer experience

Mandatory Requirements:

Minimum 5 years of experience
in
Customer Support
Must have team handling / people management experience
Experience in the same or similar industry
(mandatory)
Strong working knowledge of
MS Excel
Comfortable working
6 days a week with rotational shifts
Excellent communication, leadership, and problem-solving skills

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