Assistant Manager Healthcare Mumbai

Job Description:

As an Assistant Manager at Fusion CX Mumbai, you will be responsible for spearheading customer success initiatives and optimizing operational efficiency. Your key responsibilities will include:

Team management -

• Conduct daily check-ins with TL to assess team discipline (attendance, shrinkage), team performance (QA,CSAT) and team productivity.
• Train TLs on the best leadership techniques and team management, ensuring their career growth; conduct regular meetings with coaches to understand their challenges.
• Help TLs adhere to the clients performance management system, clearly assess and rate the coaches, and determine their incentives and appraisals.

Manpower planning -

• Collaborate with the Customer Success lead to assess overall team size and subdivision requirements or size.
• Implement growth-led hiring based on the CS leads requirements and initiate firing based on performance (manpower cost ownership). Work closely with Team Leaders .

Driving key business metrics (productivity and quality):

• Daily collaboration with TLs is needed to monitor key metrics, identify root causes for any challenges, and provide solutions.
• Constantly evaluate the QA metrics to identify that the team is falling behind. Also, discuss potential solutions with the customer success lead.
• On a weekly/ monthly level, discuss collated CX feedback (by TLs) and patterns/ insights with the CS lead.
• Review aggregated Customer Experience feedback collated by TLs weekly/monthly. Discuss patterns and insights with the CS lead.
• Handle escalated CX cases resulting from poor Net Promoter Score or a decrease in Customer Satisfaction (DSAT) .

Culture development and attrition minimization:

• Foster open communication within the team to create a positive environment .
• Conduct regular coach surveys to identify challenges and assess TL performance, addressing any issues.
• Conduct upward feedback sessions with TLs to address personal shortcomings and improve leadership skill .

Job Requirements:

• Bachelors degree in engineering, business, marketing, computer science, or a related field .
• Three to four years of experience in Customer Success Management with a strong
  understanding .

Desired Attributes and Qualities -

• Ability to drive a consultative approach to customer interactions, enhancing customer satisfaction.
• Previous experience leading large teams in the Tele-calling domain is an additional advantage.
• Customer-support orientation with a focus on Customer Satisfaction .
• Outcome-oriented mindset, taking ownership, and independently driving projects and responsibilities.
• Hands-on experience with leading large sales/operation teams.
• In-depth knowledge of performance metrics / KPIs .
• Advanced Excel skills for analyzing large data sets.
• Experience with CRM tools (e.g., Salesforce and Gainsight) .
• Positive attitude with a strong willingness to learn and adapt.
• Age Criteria: Not more than 35 years.

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