No longer accepting applications
![▷ [Urgent Search] Team Leader – Customer Service (Inbound Voice Process, B2C)](https://cdn-logos.talent.com/v1/logo/image?feedcode=attb-in&company_name=Policybazaar.com){kind=logo}
▷ [Urgent Search] Team Leader – Customer Service (Inbound Voice Process, B2C)
Policybazaar.comMumbai, Maharashtra, India20 hours ago
Job descriptionEnsure timely and professional resolution of inbound customer queries and complaints. Handle escalations and ensure first call resolution (FCR). Maintain key SLAs including AHT, CSAT, NPS, and quality scores. Track and analyze team performance against KPIs. Prepare daily / weekly / monthly MIS and share insights with management. Identify improvement areas and implement corrective measures. Ensure process adherence, quality standards, and compliance with company policies. Collaborate with training and quality teams to upskill team members. Drive continuous improvement initiatives to enhance customer experience. Support hiring, onboarding, and training of new associates. Motivate team members through recognition programs and engagement activities. Develop high-potential employees for future leadership roles. Strong leadership and team-handling ability (20+ associates). Excellent communication and interpersonal skills. Knowledge of call center KPIs : AHT, FCR, CSAT, NPS, Attrition, Shrinkage. Problem-solving and conflict management skills. Proficiency in MS Excel, MIS reporting, and call center tools / CRM. Graduate in any discipline. 4–7 years of experience in customer service (Inbound Voice, B2C). Minimum 1–2 years of experience in team handling (30+ members). Exposure to BPO / BFSI / Telecom / E-commerce industries preferred. Name Phone number Total experience Current CTC Notice period Date of Birth Languages spoken
Job Title : Team Leader – Customer Service (Inbound Voice Process, B2C)
Work Location : Mumbai (onsite role).
Department : Customer Support / Contact Center
Reports to : Manager / Operations Head
Job Summary :
We are seeking an experienced Assistant Manager – Customer Service to oversee a team of 20+ inbound customer service executives in a B2C voice process environment. The role involves driving service excellence, ensuring process compliance, handling escalations, and mentoring the team to deliver superior customer experiences.
Key Responsibilities :
Team Leadership & Management
- Lead, coach, and manage a team of 10+ customer service associates.
- Monitor daily performance, ensure adherence to schedules, and manage workforce planning.
- Conduct performance reviews, one-on-one discussions, and team huddles.
Customer Service Delivery
Performance & Reporting
Process Excellence & Compliance
Employee Engagement & Development
Key Skills & Competencies :
Qualifications & Experience :
Interested candidates are invited to share their CV via WhatsApp at 9934827654 or email at Sumankumari1@policybazaar.com. Please include the following details in your application :
Let’s connect and build something amazing together!
Create a job alert for this search
Team Leader Customer Service • Mumbai, Maharashtra, India
Related jobs
- Promoted
Team Leader – Customer Service (Inbound Voice Process, B2C)
Policybazaar.comMumbai, Maharashtra, India Job Title : Team Leader – Customer Service (Inbound Voice Process, B2C).Work Location : Mumbai (onsite role).Department : Customer Support / Contact Center.
Reports to : Manager / Operations Head.We are...Show moreLast updated: 19 days ago
- Promoted
Team Lead – Process Improvement
LUCKY-TECH Membranes Pvt LtdMumbai, Maharashtra, India Mumbai-based leader in engineered PVC / PVDF coated fabrics, proudly partnering with .Our products support industries across .
With cutting-edge technology and a culture of continuous improvement, we ...Show moreLast updated: 5 days ago
- Promoted
Team Leader -Customer Service Voice
ConfidentialNavi Mumbai Minimum 2-year experience as a Team Leader in International voice process.Minimum of 5 year of work experience in an International Voice Program from premium contact centers.Technical Competencies : ...Show moreLast updated: 30+ days ago
- Promoted
Customer Service Team Leader
Anand Rathi Global Finance LimitedGoregaon, Maharashtra, India Lead the customer service team across branches and digital platforms to ensure consistent service delivery.Develop and implement customer service policies, processes, and SLAs to ensure prompt quer...Show moreLast updated: 23 days ago
- Promoted
Telesales Team Lead
ClindermaMumbai, Maharashtra, India Clinderma is India's center of excellence for acne treatment, providing holistic dermatological solutions tailored to empower and enhance well-being.
Our services include aesthetic treatments, derma...Show moreLast updated: 9 days ago
- Promoted
Team leader
ConfidentialMumbai City, Mumbai, Pune Role and Key Responsibilities : .Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and ap...Show moreLast updated: 30+ days ago
- Promoted
Customer Service Team Leader
ConfidentialNavi Mumbai, Mumbai, India At Dow, we believe in putting people first and we're passionate about delivering integrity, respect and safety to our customers, our employees and the planet.
Our people are at the heart of our solu...Show moreLast updated: 30+ days ago
- Promoted
Trafigura - SME / Team Lead - Customer Due Diligence
Trafigura Global services Private LimitedMumbai, India Main Purpose : Reporting to the Manager - Global Banking Ops & Customer Due Diligence, the successful applicant will work with team members based in Mumbai, as wel...Show moreLast updated: 30+ days ago
- Promoted
Customer Service Team Lead
Hector & Streak Consulting Private LimitedThane, Maharashtra, India Team Lead - Customer Service in.Chemical / Pharma / API Intermediates manufacturing industry.Candidates preferred from above industry only.
Customer Service (CS) Team Lead.CS India strategy into ope...Show moreLast updated: 9 days ago
- Promoted
Team Leader – Customer Service (Inbound Voice Process, B2C) (Only 24h Left)
Policybazaar.comMumbai, Maharashtra, India Job Title : Team Leader – Customer Service (Inbound Voice Process, B2C) Work Location : Mumbai (onsite role).Department : Customer Support / Contact Center Reports to : Manager / Operations Head ⸻ ...Show moreLast updated: 4 days ago
- Promoted
- New!
Urgent Search : Customer Service Team Lead
Hector & Streak Consulting Private LimitedThane, Maharashtra, India Role : Team Lead - Customer Service in Chemical / Pharma / API Intermediates manufacturing industry.Candidates preferred from above industry only.
Purpose of the Position The Customer Service (CS) ...Show moreLast updated: less than 1 hour ago
- Promoted
- New!
Team Lead -Outbound / Sales
TPMumbai, Maharashtra, India We're Hiring : Team Leader Voice Process.Lead a team of customer service agents handling inbound / Outbound(sales).Monitor performance, coach team members, and drive results.Handle escalations and ens...Show moreLast updated: 12 hours ago
- Promoted
Sales Team Lead
TruemedsMumbai, Maharashtra, India Team Lead – Telesales (Pharmacists) Location : Powai, Mumbai (Full-time, On-site) At Truemeds , our mission is : “to make healthcare affordable and accessible to all.
No one should have to choose be...Show moreLast updated: 30+ days ago
- Promoted
Customer Service Team Lead
EvonikThane, Maharashtra, India Job Title : Team Lead – Customer Service.Reporting To : Head - Customer Service (India Region).The role of the CS Team Lead is in conjunction with the Head of CS & team members to jointly translate...Show moreLast updated: 23 days ago
- Promoted
Sales Team Leader - BFSI
Syndrome NewEdgeMumbai, Maharashtra, India Job Title : Business Development Team Lead – BFSI Location : Mumbai Experience : 15+ Years Salary : As per industry standards (Fixed + Performance-based Incentives) Reporting To : Head of Sales Job ...Show moreLast updated: 20 days ago
- Promoted
BPO Team Leader
ConfidentialNavi Mumbai Complete monitoring of the team and team performance.Managing day-to-day planning, operational challenges, and solving problems of a team of agents, Shrinkage (Formulas, types), attrition (Formulas...Show moreLast updated: 30+ days ago
- Promoted
Team Lead
TPMumbai, Maharashtra, India We're Hiring : Team Lead – Operations (International Customer Support).Show moreLast updated: 30+ days ago
- Promoted
▷ (Apply Now) Customer Service Team Leader
Anand Rathi Global Finance LimitedGoregaon, Maharashtra, India Key Responsibilities - Lead the customer service team across branches and digital platforms to ensure consistent service delivery.
Develop and implement customer service policies, processes, and SL...Show moreLast updated: 10 days ago
- Promoted
Team Leader
ConfidentialMumbai Ensure achievement of Renewal Collection targets.Ensure achievement of Persistency targets.Manage outsourced activities outbound call center vendors for Renewals achieve targets.Ensure Retention of...Show moreLast updated: 30+ days ago
- Promoted
IT Team Lead
Lenovo Indiamumbai, India IT Service Delivery Manager / Team Lead.IT service performance, drive customer satisfaction, and lead a high-performing team.
This role is ideal for someone with a strong ITIL foundation, experience m...Show moreLast updated: 2 days ago