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Policybazaar
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Team Leader Customer Service (Inbound Voice Process, B2C)

Team Leader Customer Service (Inbound Voice Process, B2C)

Policybazaar

6 - 10 years

6 - 7 Lacs

kochi hyderabad

Posted:1 day ago| Platform:

Apply

Skills Required

shrinkage control attrition customer handling attrition control escalation management productivity service level customer service kpi tat rostering customer satisfaction shrinkage aht customer support kpi analysis escalations kra csat sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

Work Location: Hyderabad & 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 12+ 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 (20+ members).
Exposure to BPO / BFSI / Telecom / E-commerce industries preferred.

Work Location: Hyderabad & Kochi (onsite role).

If you or someone you know fits the bill, drop your CV at Sumankumari1@policybazaar.com

or 9934827654

Lets connect and build something amazing together!

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