Associate Team Lead

Policybazaar.com; Chennai District; On-site; INR 720,000 - 960,000; Full time

Job summary

Policybazaar.com in Chennai is seeking an experienced Customer Support Process Lead to guide floor operations and provide process direction to the support teams.

You will coach and mentor agents, monitor performance, and identify improvement opportunities while coordinating with Operations, Training and Quality teams.

The role emphasizes MIS reporting, analytics, and stakeholder management to drive productivity and quality across the customer support function.

Qualifications

• Minimum 3+ years of relevant experience.
• Customer Support Team Handling Experience is Mandatory
• Hands-on experience managing Attrition, Shrinkage, Productivity, and Team Performance
• Strong knowledge of Advanced Excel (Pivot Tables, XLOOKUP/VLOOKUP, INDEX-MATCH, MIS Reporting)
• Excellent analytical, communication, and stakeholder management skills

Responsibilities

• Provide process guidance and floor support to Customer Support teams
• Coach and mentor team members to improve productivity and quality
• Monitor team performance and identify improvement opportunities
• Prepare and maintain MIS reports and performance dashboards
• Analyze operational metrics and recommend process improvements
• Coordinate with Operations, Training, and Quality teams to drive business goals

Skills

Analytical thinking

Communication skills

Stakeholder management

Coaching & mentoring

Tools

Advanced Excel

Job description

• Provide process guidance and floor support to Customer Support teams
• Coach and mentor team members to improve productivity and quality
• Monitor team performance and identify improvement opportunities
• Prepare and maintain MIS reports and performance dashboards
• Analyze operational metrics and recommend process improvements
• Coordinate with Operations, Training, and Quality teams to drive business goals

Mandatory Requirements

Minimum 3+ years of relevant experience

Customer Support Team Handling Experience is Mandatory

Hands‑on experience managing Attrition, Shrinkage, Productivity, and Team Performance

Strong knowledge of Advanced Excel (Pivot Tables, XLOOKUP/VLOOKUP, INDEX-MATCH, MIS Reporting)

Excellent analytical, communication, and stakeholder management skills