Team Leader – Healthcare – Mumbai

If you are an individual people often follow and trust and have already successfully led a team in the customer care sector, we have an exciting opportunity for you! Join us as a Team Leader for a global CX player in Mumbai for an innovative healthcare company. As a Team Leader, you will play a pivotal role in leading and motivating a team of Customer Service Associates to create pleasant customer experiences for patients and healthcare consumers. 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!

Job Description

Key Responsibilities of an expert healthcare team leader in Mumbai will be the following:

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., product-related queries and 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.
• Conduct QA/call calibration sessions twice a week with all Team Leaders (TLs) to maintain information parity.

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

The ideal candidate for the role of healthcare team leader in Mumbai must possess the following attributes and qualifications:

Required Qualifications:

• A bachelor’s degree in business administration or 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 in Mumbai

Joining our team offers the opportunity to be part of a global and dynamic customer care organization and a healthcare innovation committed to excellence. With opportunities for growth, a supportive work environment, and the chance to make a difference in patient care, we offer a rewarding career path in Fusion CX. Apply now to join our team as a team leader for working for a rising healthcare brand with a global CX service provider in Mumbai.