Customer Service Team Lead

About the role

The Customer Service Team Lead will oversee the daily operations of Policybazaar's customer service team, ensuring service level agreements (SLAs) are met and both employee and customer satisfaction remain high. This position requires strong leadership, relationship management, and the ability to optimise team performance while maintaining compliance with operational standards.

Key responsibilities

• Manage seamless operations of the customer service team, guaranteeing timely SLA delivery.
• Establish and nurture client relationships through effective communication.
• Organise resources, set goals, and develop strategies in collaboration with executives and clients.
• Monitor team performance against agreed standards and job requirements.
• Implement a buddy system to cover leave periods and minimise disruption.
• Track staff schedules, manage absences, and adjust plans as needed.
• Address audit-related issues promptly to ensure compliance.

Required profile

• Proven experience leading customer service or call‑center teams.
• Strong interpersonal and client‑relationship skills.
• Ability to set goals, manage resources, and resolve issues efficiently.
• Attention to detail and commitment to meeting operational standards.

Required skills