Team Leader

Policybazaar; Ernakulam; On-site; INR 600,000 - 900,000; Full time

Job summary

Policybazaar is seeking a qualified professional to lead a voice process team in a fast-paced support environment. The role focuses on driving customer satisfaction, reducing shrinkage, and managing attrition while meeting defined KPIs.

The ideal candidate will coach team members, supervise daily operations, and collaborate with other teams to resolve inbound/outbound call issues, ensuring service levels and process improvements are consistently applied.

Qualifications

• Strong understanding of voice support processes (inbound/outbound) with knowledge of domestic processes.
• Excellent communication skills with ability to coach/develop team members effectively.

Responsibilities

• Manage a team of voice process professionals to achieve customer satisfaction, shrinkage, and attrition targets.
• Coach and develop team members to improve their performance and adhere to SLA standards.
• Oversee daily operations, ensuring timely completion of tasks and meeting KPIs such as AHT, CSAT, NSAT, ROASter Management.
• Identify areas for improvement and implement strategies to reduce shrinkage and attrition rates.
• Collaborate with other teams to resolve issues related to inbound/outbound calls.

Skills

Voice process leadership

Coaching & development

Excellent communication

Team management tools

Tools

Roster management software

Job description

Roles and Responsibilities

• Manage a team of voice process professionals to achieve customer satisfaction, shrinkage, and attrition targets.
• Coach and develop team members to improve their performance and adhere to SLA standards.
• Oversee daily operations, ensuring timely completion of tasks and meeting KPIs such as AHT, CSAT, NSAT, ROASter Management.
• Identify areas for improvement and implement strategies to reduce shrinkage and attrition rates.
• Collaborate with other teams to resolve issues related to inbound/outbound calls.

Desired Candidate Profile

• Strong understanding of voice support processes (inbound/outbound) with knowledge of domestic processes.
• Excellent communication skills with ability to coach/develop team members effectively.
• Proficiency in managing teams using various tools like roaster management software etc.