Team Leader - Customer Service(Inbound Voice Process-B2C )

Candidate will be responsible to manage a team of 10-15 people .Will be responsible for customer satisfation, Languages required - Tamil, Telugu, Kannada, Malayalam

Role Description

This is a full-time on-site role for an Assistant Customer Service Manager at Policybazaar.com in Gurugram. The role involves overseeing customer satisfaction, managing customer service operations, providing customer support, utilizing analytical skills, and effective communication with customers.

Here is a job description for Team Leader- Customer Service:

Department: Customer Service

Reports To: Customer Service Manager

Job Summary:

The Team Leader - Customer Service, is responsible for supporting the Customer Service Manager in overseeing day-to-day operations of the customer service team. This role involves managing a team of customer service representatives, ensuring high-quality service delivery, and continuously improving customer satisfaction. The Team leader will help develop, train, and motivate staff, manage escalations, and implement policies and procedures.

Key Responsibilities:

Team Management and Supervision With team handling of minimum 15-20 members.

Assist in hiring, training, and coaching customer service staff.

Provide guidance and support to team members to help achieve individual and team goals.

Conduct regular performance evaluations and offer constructive feedback.

Schedule shifts and manage workloads to ensure adequate coverage during all business hours.

Customer Support:

Handle escalated customer inquiries, complaints, and complex issues, ensuring prompt and effective resolution.

Monitor customer interactions and feedback to ensure the highest level of service.

Develop and maintain relationships with key customers to enhance loyalty and satisfaction.

Operational Efficiency:

Assist in implementing and optimizing customer service processes to improve efficiency.

Track, analyze, and report on team performance metrics, such as response times, resolution rates, and customer satisfaction scores.

Collaborate with the Customer Service Manager to set and achieve departmental targets and objectives.

Quality Assurance and Training:

Ensure that customer service representatives adhere to company policies and procedures.

Identify training needs and work with the Customer Service Manager to develop training programs.

Conduct regular team meetings to provide updates and discuss areas of improvement.

Collaboration and Communication:

Work with other departments, such as sales, marketing, and operations, to resolve issues and improve the customer experience.

Assist in managing customer service communication channels, such as email, phone, and live chat.

Maintain clear and effective communication with team members and other stakeholders.

Qualifications:

Bachelors degree

2+ years of experience in a customer service role, with at least 2 year in a supervisory or team managerial capacity with team strength of 30 members

Strong leadership, organizational, and problem-solving skills.

Excellent communication and interpersonal skills.

Ability to multitask, prioritize, and work in a fast-paced environment.

Proficiency in customer service software and tools (AHT/Attrition/Shrinkage/SLA/Utilization /Occupancy/CSAT/DSAT)

Knowledge of performance metrics and customer service best practices.

Preferred Qualifications:

Experience in managing customer service teams in a call center or similar high-volume environment.

Familiarity with CRM systems and data analysis tools.

Bilingual or multilingual abilities are a plus.

Working Conditions:

Office environment with occasional remote work flexibility.

May require working outside of regular business hours, including evenings and weekends, to meet customer needs.

Compensation and Benefits:

Competitive salary based on experience.

Health, dental, and vision insurance.

Paid time off and other company benefits.