Team Lead Customer Service Health and Wellness Navi Mumbai

Job Description What you will need to do as a Customer Service Team Lead in Mumbai:

Drive Ops and Quality Metrics:

• Constantly monitor daily operational and productivity metrics such as attendance and number of calls completed.
• Download adherence reports every 30 minutes to dynamically drive adherence targets.
• Drive team to enhance productivity by checking regularly and encouraging proactive leave planning to predict and manage team shrinkage effectively.
• Take necessary disciplinary actions for cases such as excessive leaves taken by coaches.
• Discuss daily metrics with Assistant Managers
• Provide on-ground support to agents as a Team Lead, helping them improve performance and resolve product-related or specific customer experience queries .
• Ensure adherence to Quality Assurance feedback for coaches, identifying patterns in weak areas and preparing improvement plans.
• Preparing a report on such patterns on a monthly level and discussing POA (short-term solutions) with AM .
• Maintain 100% compliance with floor updates.
• Conduct QA/call calibration sessions twice a week with all Team Leaders to ensure consistency and accuracy.

Team Management and Culture:

• Manage operations for a team of approximately 25 agents, fostering a positive and collaborative team environment.
• Enforce discipline regarding work and leave policies among team members.
• Address challenges and concerns that affect team productivity promptly.
• Mentor low-performing agents by pairing up and monitoring their performance closely.

Job Requirements -

• A bachelors 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.
• Knowledge related to healthcare products is advantageous.
• Leadership and team management skills, including the ability to motivate and inspire a team.
• Age must be below 30yrs

Walk In Interviews -

1. Office Address - Unit No - 919, 9 th floor, RUPA SOLITAIRE, MILLENNIUM BUSINESS PARK, A1 - wing, Millenium Business Park, Sector 2, Mahape, Navi Mumbai, Maharashtra 400710 .

Timings - 11:00 - 04:00 PM

Contact Person - Manish Sharma / Gaurav Khera

Email or Wats up your cv on below mention details -

9810933477 / 9873293202

Email ID - Manish.sharma@sequentialtech.com/gaurav.khera@sequentialtech.com