Team Lead Customer Experience

Team Lead – Customer Experience

Location : Bangalore (On-site)

Department : Customer Experience

Reports To : Assistant Manager – Customer Experience

Role Overview

We're looking for a Team Lead – Customer Experience (Engagement & Operations) who will manage a team of relationship managers responsible for outbound engagement, data collection, and vet transfer enablement.

This is a floor-driven operations role, focused on ensuring that every customer interaction leads to the right next step, be it booking, data enrichment, or a successful vet consultation. You'll drive performance discipline, talk-time adherence, and team readiness to achieve high connect and transfer rates.

Key Responsibilities

1. Team & Floor Management

Lead and manage a team of 10–15 Relationship Managers handling outbound calls and WhatsApp-based engagement.

Monitor daily call connects, talk-time, login adherence, and transfer readiness through live dashboards.

Conduct daily huddles and weekly reviews to track targets, pipeline closures, and transfer hygiene.

Ensure timely follow-ups and high connect % on leads requiring consultation transfers or callbacks.

2. Vet Transfer Enablement

Own daily vet transfer targets and ensure agents are able to seamlessly connect customers with on-call vets.

Track and improve transfer %, connect-to-transfer ratio, and drop-off analysis.

Conduct regular training sessions on transfer scripting, empathy, and system navigation to improve handover success rate.

Collaborate with vet operations and teleconsultation teams to manage vet availability, transfer logic, and feedback loops.

3. Data Collection & CRM Hygiene

Ensure agents collect and update customer data accurately during calls (pet details, medical history, experience level, etc.).

Maintain CRM hygiene, every call disposition, note, and transfer outcome must be properly logged.

Track and report data completeness % for the team and identify gaps for coaching.

4. Operational & Performance Reporting

Maintain daily dashboards and trackers in Excel / Google Sheets for talk-time, connects, transfers, and data capture.

Generate reports highlighting agent productivity, drop reasons, and performance improvement areas.

Collaborate with the Assistant Manager to identify process improvement or data visibility gaps.

5. Coaching & Quality

Conduct weekly 1-on-1s with team members to review talk-time, transfer %, and improvement areas.

Audit recorded calls to identify coaching needs and communication lapses.

Ensure agents follow structured rebuttals and tone guidelines during customer conversations.

Skills & Competencies

Must-Have

2–4 years of experience in customer engagement, telesales, or teleconsultation operations.

Proficiency in Excel / Google Sheets (pivot tables, performance dashboards).

Exposure to CRM / dialer systems (Ameyo, Freshdesk, Nugget, or equivalent).

Strong understanding of outbound operations, adherence, occupancy, talk-time, and connect %.

Excellent communication and team management skills.

High execution ownership, ability to drive daily results with precision.

Good-to-Have

Prior experience in healthcare or teleconsultation.

Familiarity with vet or doctor transfer processes.

Understanding of engagement metrics such as connect-to-transfer ratio, conversion %, and data adherence %.

Who You Are

A hands-on operations leader who thrives on numbers, floor energy, and execution rigor.

Obsessed with getting customers connected to the right expert, fast.

Believes that precision, empathy, and operational discipline can coexist.

Comfortable owning targets, driving agent accountability, and collaborating across teams.

Skills Required

Pivot Tables, google sheets , performance dashboards , Excel