Job Description

Key Responsibilities:

Supervise a team of customer service executives handling

calls, chats, and emails

, with a primary focus on

inbound call quality and responsiveness

. Monitor daily team performance, track KPIs (TAT, CSAT, first response, resolution time), and ensure adherence to SLAs. Provide coaching, feedback, and support to team members to improve communication quality, product knowledge, and complaint resolution. Act as the

point of escalation

for complex or unresolved customer issues. Conduct regular

call audits

, performance reviews, and prepare weekly performance reports for the management. Coordinate with internal departments (grievance/legal/claims) to ensure customer issues are addressed efficiently. Assist in onboarding and training of new team members. Drive team motivation and maintain a culture of empathy, accuracy, and customer-first mindset.
Job Type: Full-time

Pay: ?40,000.00 - ?60,000.00 per month

Benefits:

Flexible schedule Health insurance Paid sick time Provident Fund
Schedule:

Day shift
Work Location: In person