Mosaic Wellness - Team Lead - Customer Experience

About Us

Mosaic Wellness is building digital-first health coaches for elective health concerns working toward one mission : To help Indians lead more fulfilling lives surrounded by wellness and grace.

Man Matters, started in May 2020, is a digital elective health platform for men, helping 2.5M men every year diagnose and solve for their hair, beard, performance, and nutrition concerns by offering personalized treatment plans and access to expert doctors and health coaches.

Be Bodywise, started in May 2021, is an online womens elective health platform, serving 1.5M women every year by providing personalized solutions and doctor consults across concerns for hair, face, body, PCOS, sleep, and nutrition.

Little Joys, started in May 2022, is an online health platform for kids, helping 1M parents every year solve for their childs physical, mental, and emotional development by offering age-appropriate solutions for nutrition, immunity, brain health, bone health, personal hygiene, and behavioral development with access to expert doctors and Summary

Responsible for the service delivery to the customers (Internal & External), sets and achieves the departmental goals and results by using best practice leadership and management principles and ensuring adherence to organizational procedures, policies, and Responsibilities

• Develop and manage key performance indicators; communicate out performance and process improvements based on fact-based business intelligence.
• Identify, develop, and drive plans to ensure the Customer happiness team is meeting all performance related metrics (e.g. Csat, FCR, Resolution time, Query PERCENT Reduction, Escalations etc.
• Responsible for creating and delivering the Inhouse CHT performance reports; collecting, analyzing, and summarizing data, identifying trends and creating appropriate action plans.
• Monitor and track the Social media performance with respect to FRTs, Csat, Escalations and Quirky / Crips responses.
• Coordinate with Logistic, Doctor Team & Tech for the closure of the cases.
• Drive Customer Delight projects and re-engineer the SOPs.
• Drive a comprehensive Voice of the Customer strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior.
• Participate in daily & weekly meetings, address key performance concerns, and follow up on the action plans to drive the performance.
• Knowledge management for the team and quality control.
• Innovate, design, develop, and implement processes, systems, and technology to support and enhance the process.
• Supervise and work closely with the LOB team to monitor performance and resolve ops issues.
• Ensuring continuous adherence to existing guidelines on various aspects of delivery, response to internal clients, mail etiquettes.
• Organize and coordinate the training programs for new hires and refresher customer service training programs.
• Work with Inhouse Supervisors & Team members to ensure escalated cases are closed on priority and learnings are implemented in the SOPs.
• Develop SOP and Ops Excellence framework.
• Apply performance management strategies action plans, BQ planning.

Must Have Competencies :

(ref : iimjobs.com)