Team Leader - Health and Wellness

Job description

• Oversee and manage a team of 30 telesupport / hair coach agents, providing leadership and guidance.
• Define, monitor, and enhance key performance indicators (KPIs) across the team, including metrics such as call volume, talk time, customer satisfaction (CSAT), quality of interaction, and retention percentage.
• Analyze performance data to identify areas for improvement in KPIs, focusing on CSAT, productivity, and quality.
• Take full ownership of day-to-day operations, including telesupport and quality assurance (QA) activities.
• Propose and implement initiatives (people / process / technology) aimed at enhancing agent performance metrics.
• Collaborate with cross-functional teams, such as technology and content, to drive initiatives and ensure seamless business-as-usual (BAU) operations, including resolving technical issues and managing stakeholder relationships across the organization.
• Plan for team shrinkage and optimize resource allocation.
• Conduct performance evaluations based on KPIs, provide feedback to team members, and facilitate appraisal processes.
• Foster a positive and motivational work culture that fosters productivity and drives desired outcomes.
• Ensure comprehensive training and development opportunities for all agents.

Skills Required

Sales, Data Analysis, Computer Science