About the Role

Policybazaar is looking for an experienced Team Lead Customer Support to manage customer support teams and drive service quality, productivity, and customer satisfaction.

Key Responsibilities

- Lead and manage Customer Support teams to achieve performance and service targets.
- Monitor key metrics including CSAT, AHT, and SLA.
- Manage and control Attrition and Shrinkage.
- Conduct regular coaching, feedback, and performance reviews.
- Handle team escalations and ensure timely resolution.
- Monitor team productivity and overall performance.
- Prepare and maintain MIS and performance reports.
- Ensure adherence to process, quality, and compliance standards.

Mandatory Requirements
- Minimum 2 years of experience as a Team Lead.
- Proven experience in Customer Support team handling.
- Hands-on experience managing Attrition and Shrinkage.
- Robust knowledge of CSAT, AHT, and SLA.
- Fluency in Tamil and Malayalam is mandatory.
- Strong communication, leadership, and people-management skills.
- Immediate Joiners preferred.

How to Apply Share CV: [email protected]

Contact: Raksha Shukla (phone hidden)

📌 Team Lead - Tamil & Malayalam (Gurugram)
🏢 PolicyBazaar
📍 Gurugram