Team Lead - Customer Service

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.