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

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

Policybazaar.comKochi, India
8 days ago
Job description

Job Title : Team Leader – Customer Service (Inbound Voice Process, B2C)

Work Location : Kochi (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

  • Ensure 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.

    • Performance & Reporting

  • Track and analyze team performance against KPIs.
  • Prepare daily / weekly / monthly MIS and share insights with management.
  • Identify improvement areas and implement corrective measures.

    • Process Excellence & Compliance

  • 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.

    • Employee Engagement & Development

  • 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.

    • Key Skills & Competencies :

  • 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.

    • Qualifications & Experience :

  • 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.

    • Interested candidates are invited to share their CV via WhatsApp at or email at Please include the following details in your application :

  • Name
  • Phone number
  • Total experience
  • Current CTC
  • Notice period
  • Date of Birth
  • Languages spoken

    • Let’s connect and build something amazing together!

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    Team Leader • Kochi, India

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