Team Lead Customer Support
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Job Location:
Monthly Salary:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Role Overview
The Team Leader is responsible for managing day-to-day operations of a team of customer
support executives handling the MediBuddy healthcare process. The TL ensures that service
levels quality standards and performance KPIs are consistently met across multiple centers and
shift timings. The role requires strong leadership problem-solving and the ability to coach and
motivate team members in a fast-paced environment.
Key Responsibilities Operational Management
Manage a team of 1520 agents.
Ensure daily service levels AHT productivity and SLA targets are met.
Oversee queue management break adherence shrinkage and discipline.
Conduct floor audits and ensure process compliance.
Performance & Quality Management
Monitor agent performance using dashboards and quality feedback.
Conduct 1:1 reviews coaching sessions and weekly huddles.
Work with QA/SME teams to address quality gaps.
Reduce DSAT escalations and rework through process improvement.
People Management
Motivate mentor and groom agents for growth.
Handle grievances and maintain high morale.
Manage attendance roster adherence and disciplinary issues.
Escalation Handling
Act as Level 3 escalation point for customer issues.
Ensure timely closure of critical healthcare cases.
Maintain documentation and escalation logs.
Reporting & Communication
Publish daily/weekly MIS on performance and trends.
Participate in client/vendor meetings.
Communicate SOPs updates and process changes effectively.
Training & Development
Identify training needs and coordinate with T&Q.
Support onboarding and nesting.
Maintain strong process knowledge.
Skills & Competencies
Excellent communication (English & Hindi).
Strong analytical and reporting skills.
Ability to manage multi-center and multi-shift operations.
Leadership coaching and decisionmaking abilities.
Customer-first mindset and problem-solving orientation.
Experience
Minimum 12 years as Team Leader in a call center.
Experience in healthcare/Insurance will be added advantage.
Must have experience in BPO
Education
Must be a Graduate in any stream
Key KPIs
SLA / AHT / CSAT / DSAT Management
Quality Score Improvement
Attendance & Roster Adherence
Escalation Closure Rate
Agent Performance & Retention
Upsell Performance
FCR
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
MediBuddy is one of the best (cashless) healthcare providers in India. At MediBuddy you can book Health check packages, online lab tests, online medicines, online doctor consultation, teleconsultation, dental consultation and many more. You can also book outpatient, inpatient, and wel ... View more
