Team Lead - Customer Support

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 15–20 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 decision‐making abilities.
● Customer-first mindset and problem-solving orientation.

Experience
● Minimum 1–2 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