Job Title: Team Leader Customer Service
Location: Pune
Department: Customer Service
Reports To: Manager Operations
Job Summary
We are looking for a proactive and customer-focused
Customer Service Team Leader to supervise and guide a team of customer service representatives. The role is responsible for ensuring the delivery of excellent service to our customers by supporting the team, monitoring performance, and fostering a positive, efficient, and customer-centric environment.
Key Responsibilities
- Operational Management:
- Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards.
- Coach, mentor, and support team members to achieve individual and team targets.
- Monitor KPIs including response times, customer satisfaction scores (CSAT), first call resolution (FCR), and agent productivity.
- Handle complex or escalated customer issues and provide appropriate solutions.
- Conduct regular team meetings, performance reviews, and one-on-one sessions.
- Collaborate with other departments to resolve customer concerns and improve service processes.
- Maintain up-to-date knowledge of company products, services, and systems.
- Assist in the onboarding and training of new team members.
- Prepare and deliver reports on team performance and customer feedback to management.
- Identify areas for improvement and contribute to the development of service strategies.
- Team Leadership and Development:
- Lead, mentor, and develop a team of customer service operations professionals, ensuring clear communication and the achievement of department goals.
- Conduct regular training sessions to keep the team updated on new policies, products, and industry trends.
- Foster a positive work environment that encourages collaboration, productivity, and continuous improvement.
- Process Improvement:
- Analyze and optimize operational processes to identify areas for improvement and implement best practices.
- Coordinate with other departments, to ensure a seamless process flow.
- Implement and oversee automation tools and technology solutions to streamline operations.
- Compliance and Risk Management:
- Ensure all operations comply with industry regulations, corporate policies, and legal standards.
- Monitor and address any potential risks or operational issues, escalating as necessary to senior management.
- Maintain and update insurance-related documentation, including policy and claims records.
- Customer Service and Stakeholder Management:
- Maintain a focus on customer satisfaction by ensuring timely and accurate processing of insurance policies and claims.
- Work closely with internal and external stakeholders, including brokers, clients, and insurers, to ensure alignment and high service standards.
- Address any escalated customer complaints or issues promptly and effectively.
- Reporting and Analysis:
- Prepare and present regular reports on operational performance, trends, and departmental KPIs to senior management.
- Conduct data analysis to identify emerging trends and areas for potential operational improvements.
- Qualifications and Skills:
- Bachelor's degree in any field.
- 5+ years of experience in a customer service or contact center environment
- Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).
- Excellent leadership and team management skills, with the ability to drive results and foster a collaborative team environment.
- Strong analytical and problem-solving abilities.
- Excellent communication skills, both written and verbal.
- Proficiency in insurance management software and MS Office Suite.
- Personal Attributes:
- Detail-oriented with a focus on accuracy and efficiency.
- Strong organizational and multitasking abilities.
- Ability to work well under pressure and meet deadlines.
- Adaptability and openness to continuous learning and improvement.
- Working Hours
- The candidate should be flexible to work in any shift 24/7.
