Customer Service Team Leader

1. Team Management
 Staff Supervision: Oversee call center agents, ensuring they are well-trained, motivated, and adhere to clinic protocols.
 Training and Development: Organize training sessions for new hires and ongoing development for existing staff to enhance skills and knowledge about slimming and cosmetic services.
 Scheduling: Manage staff schedules to ensure adequate coverage during peak hours and handle any staffing issues that arise.

2. Customer Service
 Quality Assurance: Monitor call interactions to ensure high standards of customer service, professionalism, and adherence to clinic policies.
 Complaint Resolution: Handle escalated customer complaints and issues, providing effective solutions and ensuring customer satisfaction.
 Service Improvement: Analyze customer feedback and call metrics to identify areas for improvement and implement strategies to enhance service quality.

3. Operational Management
 Workflow Optimization: Develop and implement procedures to streamline call center operations and improve efficiency.
 Performance Tracking: Track and analyze performance metrics such as call volume, average handling time, and conversion rates to assess team performance and identify areas for improvement.
 Technology Management: Ensure the call center systems and technologies are up-to-date and functioning correctly, and work with IT teams to address any technical issues.

4. Collaboration and Communication
 Interdepartmental Coordination: Work closely with other departments, such as marketing, sales, and medical staff, to ensure a cohesive approach to customer engagement and service delivery.
 Reporting: Prepare and present regular reports on call center performance, customer feedback, and other key metrics to clinic management.

5. Sales and Marketing Support
 Promotion of Services: Assist in promoting the clinic's services, specials, and events during customer interactions to drive sales and appointments.
 Lead Management: Manage and follow up on leads generated through calls, ensuring potential clients are nurtured effectively and converted into appointments.

6. Compliance and Regulations
 Adherence to Policies: Ensure that all call center activities comply with relevant laws and regulations, including data protection and privacy laws.
 Best Practices: Implement best practices in customer service and call center operations to maintain the clinic's reputation and regulatory compliance.

7. Customer Experience Enhancement
 Personalization: Develop strategies to provide personalized service to clients, enhancing their overall experience and satisfaction with the clinic.
 Feedback Implementation: Use customer feedback to make improvements to service offerings and call center processes.

Job Type: Full-time


Benefits:
 Flexible schedule

Schedule:
 Day shift
 Morning shift

Ability to commute/relocate:
 Gachibowli, Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Preferred)

Education:
 Bachelor's (Preferred)

Experience:
 total work: 2 years (Required)

Work Location: In person

Speak with the employer
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Expected Start Date: 10/08/2024,