Team Leader

Policybazaar; Hyderabad, Chennai District; On-site; INR 500,000 - 800,000; Full time

Job summary

Policybazaar in Hyderabad is seeking a Customer Service Team Lead to manage a team delivering domestic voice support and drive CSAT improvements while ensuring SLA adherence.

You will monitor KPIs, coach staff, and implement process enhancements to sustain high service quality and reduce shrinkage and attrition.

Qualifications

• 3–8 years of experience in BPO with domestic voice processes.
• Strong understanding of inbound calls and customer care principles.
• Proven track record in leading teams to meet SLA targets while maintaining quality.

Responsibilities

• Manage a team of customer service representatives to achieve high CSAT and adhere to SLAs.
• Oversee the inbound process ensuring timely resolution of queries through effective communication.
• Monitor KPIs such as AHT, shrinkage, attrition, and CSAT to drive improvements.
• Develop training and coaching programs to reduce shrinkage and attrition rates.

Skills

Team management

Inbound voice calls

SLA compliance

CSAT improvement

Job description

Roles and Responsibilities :

• Manage a team of customer service representatives to achieve high levels of customer satisfaction (CSAT) and adhere to Service Level Agreements (SLAs).
• Oversee the entire inbound process, ensuring timely resolution of customer queries and issues through effective communication.
• Monitor key performance indicators such as AHT, shrinkage, attrition, and CSAT to identify areas for improvement and implement corrective actions.
• Develop strategies to reduce shrinkage and attrition rates by providing training programs, coaching sessions, and recognition initiatives.

Job Requirements :

• 3-8 years of experience in BPO industry with expertise in domestic voice processes.
• Strong understanding of inbound calls, voice support, and customer care principles.
• Proven track record in managing teams effectively to meet SLA targets while maintaining high levels of quality.