Team leader

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

Job summary

Policybazaar seeks a Team Leader for its customer support division in India. You will lead a team of agents to achieve high CSAT and SLA targets and drive improvements in performance and retention.

Requirements include 2–12 years in BPO/Call Centre with Telugu language expertise, strong communication, and ability to collaborate with cross-functional teams to resolve escalations. You will conduct coaching sessions and mentor staff to maintain service excellence.

Qualifications

• 2–12 years of experience in BPO/Call Centre environment, with Telugu language proficiency.
• Proven track record as a Team Leader or Supervisor of customer-facing teams.
• Strong understanding of voice process operations, including call monitoring, QA, and CSAT/SLA metrics.

Responsibilities

• Lead a team of customer support agents to achieve high CSAT and SLA targets.
• Develop and implement strategies to reduce attrition and improve overall team performance.
• Collaborate with cross-functional teams to resolve complex customer issues and escalations.
• Conduct regular coaching sessions, provide feedback, and mentorship to team members.

Skills

People management

Telugu language

Communication

Call center ops

Job description

Roles and Responsibilities :

• Lead a team of customer support agents to achieve high levels of CSAT and SLA targets.
• Develop and implement effective strategies to reduce attrition rates and improve overall team performance.
• Collaborate with cross-functional teams to resolve complex customer issues and escalations.
• Conduct regular coaching sessions, provide feedback, and mentorship to team members.

Job Requirements :

• 2-12 years of experience in BPO/Call Centre environment with expertise in Telugu language.
• Proven track record as a Team Leader or Supervisor in managing customer-facing teams.
• Strong understanding of voice process operations, including call monitoring, quality assurance, and reporting metrics (CSAT/SLA).
• Excellent communication skills with ability to work effectively with diverse stakeholders.