Team Leader - Mumbai, India - QI Spine
Description
Develop objectives for the call centers day-to-day activities
Consistently improve Lead to First Consults conversions at Contact Center by identifying gaps in processes, policies, and systems and providing solutions
Work with the marketing team to generate quality leads through regular observations and feedback
Conduct effective resource planning to maximize the productivity of resources
Screen, hire, and coach new personnel joining the team
Collect and analyze call-center data and prepare reports
Evaluate the monthly performance of the team with key metrics
Analyse training needs and conduct appropriate training for the team
Coach and mentor the Patient Advisors (Customer care executives) by evaluating the gaps
Implement appropriate strategies and initiatives to improve the efficiency of the process
Conduct audits for quality checks, share best practices and feedback