Team Leader – Health and Wellness – Kolkata

Are you a natural leader? Do you have a proven track record of leading teams within the customer care domain? Do haircare, health, and beauty excite you? If so, we have an exciting opportunity for you. Join our dynamic team at Fusion CX as a Team Leader working for an innovative health and wellness player. In this role, you will spearhead a team of Hair Coaches, driving excellence in customer experience. Your role will involve overseeing daily operations and resolving complex customer issues to elevate the satisfaction levels of the consumers. Multiple openings await. If you are an individual with robust leadership qualities and problem-solving capabilities and want to grow your career in the customer service industry, apply today!

Job Description

Here are the essential functions and responsibilities of the Team Leader (Health and Wellness) in Kolkata:

• Oversee and manage a team of 30 telesupport/ hair coach agents, providing leadership and guidance.
• Define, monitor, and enhance key performance indicators (KPIs) across the team, including metrics such as call volume, talk time, customer satisfaction (CSAT), quality of interaction, and retention percentage.
• Analyze performance data to identify areas for improvement in KPIs, focusing on CSAT, productivity, and quality.
• Take full ownership of day-to-day operations, including telesupport and quality assurance (QA) activities.
• Propose and implement initiatives (people/process/technology) aimed at enhancing agent performance metrics.
• Collaborate with cross-functional teams, such as technology and content, to drive initiatives and ensure seamless business-as-usual (BAU) operations, including resolving technical issues and managing stakeholder relationships across the organization.
• Plan for team shrinkage and optimize resource allocation.
• Conduct performance evaluations based on KPIs, provide feedback to team members, and facilitate appraisal processes.
• Foster a positive and motivational work culture that fosters productivity and drives desired outcomes.
• Ensure comprehensive training and development opportunities for all agents.

Job Requirements

Here are the desired qualifications, qualities, and experience required for the Kolkata Team Leader role:

• Bachelor’s degree in engineering, business, marketing, computer science, or a related field.
• Strong customer service/support orientation, with a focus on CSAT as a primary metric.
• Demonstrated ability to prioritize outcomes, take ownership, and drive initiatives independently.
• Extensive experience in leading large sales/operations teams (100+) with hands-on involvement.
• Minimum of 1 year of experience in customer support management.
• Proficiency in performance metrics/KPIs and advanced Excel skills for data analysis.
• Proven track record of working autonomously and meeting deadlines.
• Familiarity with CRM tools such as Salesforce and Gainsight.
• Positive attitude and a strong willingness to learn and adapt.

Why Join Fusion CX in Kolkata:

Embark on a journey with us and immerse yourself in a vibrant, inclusive workplace where your leadership prowess and dedication to customer service can truly shine. As a Team Leader within our esteemed Customer Service division, you’ll play a pivotal role in positively impacting lives, collaborating with a team of passionate individuals. At Fusion CX, we prioritize ongoing growth and professional advancement, offering robust resources and unwavering support to fuel your success. Come join us as a team leader for a health and wellness brand, making a difference in people’s lives and contributing to our mission of revolutionizing global customer experiences. Take the first step towards shaping our success story – apply now!