Team Lead

Job Description: Team Lead

Role Team Lead – Pharmacist Team

Location – Powai

Note: This is a full time in office role;

At Truemeds, our mission is “to make healthcare affordable and accessible to all”.

No one should have to choose between their health and their healthcare costs. With this vision, we aim to make healthcare affordable and accessible. We are a technology-driven, telehealth platform that aims to reduce healthcare expenses and improve healthcare outcomes by democratising medicine purchases in India. We aim to become the go-to e-pharmacy for the “Smart consumer” to go for best-value medicines.

If you are looking for exponential growth, read further.

Short Job Description:

We are looking for a motivated and experienced Team Lead to oversee and manage a team of over 60 call center executives. The ideal candidate will be responsible for ensuring the team’s overall performance, meeting sales targets, maintaining quality standards, and fostering a professional and productive work environment. This role demands excellent leadership skills, the ability to handle high-pressure situations, and a commitment to achieving organizational goals.

Responsibility:

The key responsibilities of the Resource Planning Manager include:

End to End Team Management:

• Lead, motivate, and manage a team of more than 60 call centre executives
• Act as the primary point of contact for team-related queries, escalations, and concerns.
• Monitor daily operations and ensure that all team activities align with company policies and objectives

Attendance and Roster Management:

• Ensure proper attendance tracking and adherence to schedules by all team members
• Prepare and manage rosters to ensure adequate coverage during shifts
• Address attendance issues and implement corrective measures where necessary

Quality Performance Assurance:

• Monitor call quality and adherence to protocols with the help of quality team by regularly reviewing call recordings and performance metrics.
• Provide constructive feedback and actionable recommendations to team members to enhance their performance

Capacity Adherence and Order Processing:

• Ensure availability of requirement number of executives on floor to process orders
• Manage crisis situations through pre-planning of activities, creating backups to ensure continuity in the floor operations
• Ensure that all orders are processed accurately and within the set target timelines
• Monitor order fulfilment rates and implement process improvements as needed.

Training and Development:

• Organize and oversee regular training sessions for call centre executives to enhance their skills and knowledge.
• Coordinate with trainers and subject matter experts to provide relevant and up-to-date training content
• Identify skill gaps and create personalized development plans for team members

Professional Conduct and Floor Behaviour:

• Ensure that all team members maintain professional behaviour and adhere to the company’s code of conduct
• Address and resolve incidents of inappropriate behaviour swiftly and effectively.
• Promote a respectful and collaborative work culture

Ideal Profile:

• Bachelor’s degree in Business Administration, Communications, or a related field
• Proven experience as a Team Lead or in a similar leadership role within a call centre environment
• Strong understanding of call centre operations, including quality assurance and sales processes
• Exceptional communication, organizational, and leadership skills
• Ability to handle high-pressure situations and manage multiple tasks simultaneously
• Proficient in using call centre software and performance tracking tools
• Strong analytical skills with the ability to interpret performance data and implement improvement strategies