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Job Description
Job Title: Team Leader Customer Support
Department: Customer Support Department (CSD)
Experience: 3-6 years of experience in Customer Support / Call Centre / Healthcare / Diagnostics / Service Operations, with at least 1-2 years in a Team Leader role.
*Job Summary*
We are looking for an experienced Team Leader Customer Support to manage day-to-day customer support operations, drive team performance, and ensure excellent customer experience. The role involves handling inbound/outbound customer interactions, monitoring KPIs, coaching team members, and ensuring timely resolution of customer queries and complaints.
*Key Responsibilities*
- Lead and manage a team of Customer Support Executives / Call Centre Executives.
- Monitor daily inbound and outbound calls, customer queries, complaints, and service requests.
- Drive team performance against defined KPIs such as productivity, conversion, call quality, TAT, service levels, attendance, and customer satisfaction.
- Monitor team performance and prepare daily/weekly/monthly performance reports.
- Conduct regular team briefings, coaching sessions, and performance reviews.
- Identify performance gaps and take corrective actions through coaching and training.
- Ensure proper handling and timely resolution of customer complaints and escalations.
- Monitor call quality and adherence to defined SOPs and customer service standards.
- Manage team rosters, attendance, leaves, and daily workforce requirements.
- Coordinate with Operations, Sales, Centres, and other departments for customer-related issues.
- Track leads, follow-ups, conversions, and revenue-related activities wherever applicable.
- Ensure proper usage of CRM, dialer, and other customer support tools.
- Handle escalated customer calls and provide appropriate resolutions.
- Maintain discipline, process adherence, and a positive work environment within the team.
- Support process improvement initiatives to improve customer experience and operational efficiency.
Key Skills
- Team Management & Leadership
- Customer Service & Customer Experience
- Inbound & Outbound Calling
- Complaint & Escalation Management
- KPI & Performance Management
- Call Quality Monitoring
- Team Coaching & Training
- CRM / Dialer Management
- MIS & Reporting
- Workforce / Roster Management
- Excellent Communication & Interpersonal Skills
Skills
ShrinkageDomesticVoiceInboundCustomer Service TrainingTrainingDomestic ProcessReportingCustomer SupportOperationsService OperationsCustomer SatisfactionCustomer ServiceOperational EfficiencyIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
To make a difference in healthcare Krsnaa Diagnostics Pvt Ltd is India’s largest diagnostic services provider, both in Radiology and Pathology. Our mission to be easily accessible and affordable to anyone who seeks best quality diagnoses, and our commitment towards the same are what defines and differentiates us.
We deliver clinical excellence through collaborative teleradiology services to enable robust evidence-based treatment for our patients in any corner of the country. With the most advanced technology in place, equipped with an advanced cloud-based PACS workflow capable of rapid deployment and easy integration into flexible operational needs, accurate reports are delivered from well-qualified Radiologists and Pathologists from across the globe.
We offer exceptional service with prompt turnaround of diagnostic reports, easy access to consultation with our team of diagnostic specialists, and the ability to handle diagnostic report needs. We provide world class healthcare diagnostics services at affordable rates with the approach of “Let’s Do Good...”
To make a difference in healthcare Krsnaa Diagnostics Ltd. (Formerly known as Krsnaa Diagnostics Pvt Ltd) is India’s largest diagnostic services provider, both in Radiology and Pathology. Our mission to be easily accessible and affordable to anyone who seeks best quality diagnosis, and our commitment towards the same are what defines and differentiates us.
We deliver clinical excellence through collaborative teleradiology services to enable robust evidence-based treatment for our patients in any corner of the country. With the most advanced technology in place, equipped with an advanced cloud-based PACS workflow capable of rapid deployment and easy integration into flexible operational needs, accurate reports are delivered from well-qualified Radiologists and Pathologists from across the globe.
We offer exceptional service with prompt turnaround of diagnostic reports, easy access to consultation with our team of diagnostic specialists, and the ability to handle diagnostic report needs.
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