Assistant Manager - Customer Service

Company Description

As India's largest insurance broker, Policybazaar is committed to making insurance accessible and understandable for every Indian. Since 2008, we have been at the forefront of transforming the insurance sector by providing transparent, efficient, and unbiased solutions tailored to the diverse needs of over 80.5 million registered users With a dominant market share of over 93% in the digital insurance aggregator space and annual premium collection exceeding ₹15,000 crore in FY24,Join us on our mission to make insurance simple, accessible, and effective for all.

Role Description

The Leader is responsible for overseeing and managing a team of Customer Service Representatives to consistently meet and exceed SLA targets. This role involves coaching, motivating, and mentoring team members, monitoring their performance, and implementing effective customer service strategies. Acting as the primary point of contact for the customer service team, the Leader ensures the achievement of key objectives while maintaining a high standard of customer satisfaction.

Key Responsibilities:

• Supervise and mentor a team of customer service executives handling inbound calls.
• Manage team performance through regular feedback, coaching, and performance reviews.
• Ensure effective rostering and shift management for optimal coverage.
• Ensure prompt, courteous, and accurate responses to all customer inquiries.
• Monitor calls to ensure quality and adherence to customer service standards.
• Handle escalated calls and resolve complex customer issues efficiently.
• Monitor daily service levels and call metrics (AHT, CSAT, FCR, etc.)
• Analyze call trends and provide insights to improve process efficiency.
• Ensure adherence to standard operating procedures (SOPs) and compliance policies.
• Identify training needs and assist in delivering training sessions.
• Drive continuous learning and skill development within the team.
• Prepare daily/weekly/monthly performance reports.
• Share actionable insights with management to improve customer service operations

Qualifications:

• Bachelors degree in business, marketing, or a related field (or equivalent experience).
• 8+ years of customer service experience, with at least 5 year in a leadership or supervisory role.
• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Problem-solving and conflict resolution abilities
• Proficiency in CRM tools and call center technologies
• Analytical mindset with data-driven decision-making

Preferred Qualifications:

• Experience in a specific industry related to the company products or services.
• Knowledge of customer service techniques and methodologies.

Compensation and Benefits:

• Competitive base salary plus performance-based incentives.
• Health insurance , Unlimited Incentives.

Interested candidates may please reach out to HR Himanshi Verma at 9069719390 or drop their updated CV at himanshiverma@policybazaar.com

Regards,

Himanshi Verma || Human Resource 9069719390