Team Leader – Healthcare – Chennai

Do you often find people naturally follow your lead? Are you an empathetic person who can motivate people? If you are someone with these qualities, we have a perfect role for you. Join us as a Team Leader in Chennai at a global CX transformation company for an innovative healthcare player. As a Team Leader, you will play a pivotal role in driving a team of Customer Service Associates to create a seamless and satisfying patient and healthcare consumer experience. You will be responsible for providing guidance, support, and encouragement to team members, ensuring quality work and adherence to guidelines. Additionally, you will oversee team meetings, update members on best practices, and strive for continuous improvement in patient satisfaction. Multiple positions are open! Apply today and grow your career!

Job Description

To excel as a healthcare team leader in Chennai Fusion CX, candidates should demonstrate the following skills and credentials:

Drive Operation and Quality Metrics:

• Continuously monitor daily operational and productivity metrics such as attendance, completed calls, etc.
• Downloading the adherence report every 30 minutes and dynamically driving the adherence targets
• Proactively manage team productivity. Conduct regular checks. Encourage pre-planned leaves to forecast and track team shrinkage and track team availability.
• Enforce necessary actions as and when needed for disciplinary cases (e.g., coaching for excessive absences)
• Daily discussions with Assistant Managers (AMs) to address metric issues and implement solutions.
• Provide hands-on support to agents, aiding performance improvement and addressing queries (e.g., products-related, how to deal with specific types of customer experience situations and issues.
• Ensure coaches adhere to Quality Assurance (QA) feedback, identifying recurring weak areas, any patterns, and constant poor performers.
• Preparing monthly reports on such patterns and discussing POA (short-term solutions) with the Assistant Manager
• Enforce 100% compliance with any floor updates.
• To maintain information parity, conduct QA/call calibration sessions with all Team Leaders (TLs) twice a week.

Managing Team and Promoting a Positive Culture:

• Handle operations for a team of approximately 25 agents, fostering a positive and collaborative environment.
• Uphold discipline regarding work and leave policies within the team.
• Address challenges or concerns hindering team productivity promptly.
• Mentor low-performing agents and monitor their performance for a day.

Job Requirements

Candidates aspiring to be healthcare team leaders in our Chennai team should showcase the following attributes and qualifications:

Required Qualifications:

• A bachelor’s degree in business administration, marketing, or a related field is preferred.
• Proven experience in a customer service or support role, with 1-3 years in a leadership or supervisory capacity.

Desired Attributes:

• Strong interpersonal and communication skills, both written and verbal.
• Exceptional problem-solving abilities and a customer-centric mindset.
• Ability to remain calm under pressure and effectively manage difficult customer interactions.
• Level 2 and above proficiency in MS Office and CRM systems.
• Knowledge related to healthcare products is a plus.
• Leadership and team management skills, including the ability to motivate and inspire a team.
• Age criteria: below 30yrs

Why Join Fusion CX:

Joining our team as a team leader for a rising healthcare brand at Fusion CX Chennai means becoming an integral part of a dynamic global customer care organization and a trailblazing healthcare innovation dedicated to excellence. We present a fulfilling career journey with avenues for personal and professional growth, a nurturing work atmosphere, and the chance to positively impact patient care at Fusion CX. Please take the next step and apply today to embark on this rewarding journey with us!