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Policybazaar
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Team Lead || Customer Service || Kochi

Team Lead || Customer Service || Kochi

Policybazaar

5 - 9 years

3 - 7 Lacs

Kochi

Posted:1 week ago| Platform:

Apply

Skills Required

Customer Service Inbound Process Team Handling Inbound Calls SLA Customer Satisfaction Voice Process Shrinkage Aht Attrition Utilization Occupancy Domestic BPO KRA CSAT SLA Management International BPO

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

Supervise and mentor a team of customer service executives handling inbound calls.
Manage team performance through regular feedback, coaching, and performance reviews.
Ensure effective rostering and shift management for optimal coverage.
Ensure prompt, courteous, and accurate responses to all customer inquiries.
Monitor calls to ensure quality and adherence to customer service standards.
Handle escalated calls and resolve complex customer issues efficiently.
Monitor daily service levels and call metrics (AHT, CSAT, FCR, etc.)
Analyze call trends and provide insights to improve process efficiency.
Ensure adherence to standard operating procedures (SOPs) and compliance policies.
Identify training needs and assist in delivering training sessions.
Drive continuous learning and skill development within the team.
Prepare daily/weekly/monthly performance reports.
Share actionable insights with management to improve customer service operations

Qualifications:

Bachelors degree in business, marketing, or a related field (or equivalent experience).
5+ years of customer service experience, with at least 3 year in a leadership or supervisory role.
Strong leadership and people management skills
Excellent communication and interpersonal skills
Problem-solving and conflict resolution abilities
Proficiency in CRM tools and call center technologies
Analytical mindset with data-driven decision-making

Preferred Qualifications:

Experience in a specific industry related to the company products or services.
Knowledge of customer service techniques and methodologies.

Compensation and Benefits:

Competitive base salary plus performance-based incentives.
Health insurance , Unlimited Incentives.

How to Apply

Interested candidates can share their updated CV at himanshiverma@policybazaar.com or WhatsApp at 9069719390 Along with the following details

Total Experience
Current CTC
Expected CTC
Notice Period
Team Size
Age
Reason for Change
Current Location

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