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Fusion CX
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78 Fusion CX Jobs
Team Leader - Healthcare
Fusion CX
posted 7mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 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.
- 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.
- 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.
- 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
Employment Type: Full Time, Permanent
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What people at Fusion CX are saying
Rating based on 50 Team Lead
reviews
Anonymous · Customer Success, Service & Operations
in Durgapur
There support and guidance have been invaluable for me and I appreciate the time and effort they invested in my growth
- Skill development - Good
Salary increment policy is not transparent or fair and I believe work culture need to be improve
- Salary - Poor
Team Lead salary at Fusion CX
What Fusion CX employees are saying about work life
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