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Team Leader - Health and Wellness
Fusion CX
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 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.
- 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.
Employment Type: Full Time, Permanent
Functional Areas: Other
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Rating based on 46 Team Lead
reviews
Anonymous · Operations
in Howrah
Nothing, Management don't even care about there employee.
Nothing to like about it. They don't pay you on time and not even take responsibility to give response. No job security, imagine you wake up and see the email that you are fired . If you are joining definately can imagine one morning like this.
Read 46 reviewsTeam Lead salary at Fusion CX
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