Team Leader – Health and Wellness- Mumbai

Are you interested in hair care and health? Do you have at least two years of experience in a TL or supervisory position? Take a leap in your career in the customer service industry by joining as a team leader in Mumbai for a rising player in Health and Wellness. You will be responsible for leading and empowering a team of hair coaches and instrumental in delivering outstanding customer experiences during every interaction. Your role will involve overseeing daily operations, resolving complex customer issues, and contributing to the company’s overall business. We are seeking individuals with robust leadership qualities, problem-solving acumen, and a dedication to ensuring customer satisfaction. Multiple positions are open. If you possess the right qualities, apply today and experience a rewarding career with us!

Job Description

Key Responsibilities:

  • 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

  • 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 Mumbai:

Join us and experience a dynamic and inclusive work environment where your leadership skills and passion for customer service can flourish. As a Team Leader in Mumbai for a leading health and wellness brand at our Customer Service division, you will have the opportunity to make a meaningful impact on people’s lives while working alongside a talented and dedicated team. With a focus on continuous improvement and career development in Fusion CX, we provide the resources and support needed to help you thrive and advance your career. Join us and be part of our journey to redefine customer experiences globally. Please apply now to become a part of our success story!

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