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Fusion CX
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7 Fusion CX Team Lead 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 Team Lead at Fusion CX are saying
Rating based on 50 Team Lead
reviews
Anonymous · Customer Success, Service & 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.
- Salary - Bad
Team Lead salary at Fusion CX
What Fusion CX employees are saying about work life
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