Team Leader Customer Service (Inbound Voice Process, B2C)

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

Work Location: Hyderabad .

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).

How to Apply Interested Candidate can share their updated CV at kanishkabisht@policybazaar.com or WhatsApp - 9582253267

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