Team Lead

Job Summary

Policybazaar is hiring an experienced Team Lead Customer Support / Voice Process to manage and lead voice process teams handling Inbound and Outbound Calls. The ideal candidate should have strong experience in team handling, customer support, performance management, and driving key operational metrics.

Key Responsibilities

• Lead and manage teams handling Inbound and Outbound Voice Processes.
• Monitor daily team performance, productivity, quality, and service levels.
• Coach and mentor team members to improve performance and customer experience.
• Track and manage key metrics including CSAT, SLA, Productivity, Attrition, Shrinkage, and Occupancy.
• Handle customer and process-related escalations and ensure timely resolution.
• Conduct regular performance reviews and implement improvement plans.
• Prepare and maintain MIS and performance reports.
• Ensure adherence to process guidelines, quality standards, and company policies.
• Coordinate with Quality, Training, and Operations teams to achieve business objectives.

Mandatory Requirements

• Minimum 5+ years of overall experience in Customer Support / Voice Process.
• Minimum 2+ years of Team Handling experience is mandatory.
• Hands-on experience in Inbound and Outbound Calling.
• Strong experience in Customer Support / Voice Operations.
• Experience managing CSAT, SLA, Productivity, Attrition, Shrinkage, and Occupancy.
• Proven experience in Escalation Management and customer issue resolution.
• Strong coaching, mentoring, leadership, and people-management skills.
• Excellent communication and problem-solving abilities.
• Languages is Mandatory:

• Tamil
• Malayalam
• Graduation is mandatory.

How to Apply

Email: [email removed]
Contact: Raksha Shukla | [phone removed]