Practo Technologies Hiring For TL Operations at Bengaluru, Karnataka Full Time

What if, instead of a job, you had a mission? A mission to create the future of healthcare alongside a team of brilliant, passionate people, on a canvas that touches billions of consumers around the world?

It’s what we do at Practo.

Practo is made up of people from diverse backgrounds, united by our mission to help people around the world live healthier, longer lives by simplifying ways to be healthy. Our culture revolves around first principles thinking that leads to daring ideas and we have the freedom and opportunity to turn these ideas into reality. We are dedicated to improving healthcare access for everyone and leaving the world better than we found it.

Team Lead manages a team’s performance through people management, metrics management, process management and product management. TL Keeps a strict supervision of daily work and ensures schedule adherence, provide feedback and coaching

1. Customer Support:

• Keep a track of daily performance numbers and ensure target is achieved
• Ensure equal distribution of work
• Manage team’s leaves and roster
• Manage internal process dependencies
• Work on monthly scorecard for L1
• Help SME when they are unable to handle an escalation/work with engineering to prioritise a bug fix.

2. Team Engagement:

• Have a weekly team huddle to discuss challenges and issues
• Providing constant feedback and coaching to L1’s

3. Customer Retention:

• Analyse trends and work towards the reduction of tickets
• Ensure that team resolves issue fast with excellent quality
• Do D-Sat analysis and random quality audits followed by coaching and feedback

Must have:
1. Has experience in BPO ( Chat / inbound-outbound Call / Email Process)

2. Should have been a Floor Lead/ L2 and has experience in Operations

3. Should have good people management skills

4. Should be able to handle all escalations, take it to resolution with RCA followed by a fix

5. Knows to prepares Weekly Roster for the team

6. Should have good analytical skills and hands-on experience in MS Excel/Google Docs

7. Should be able to communicate with different teams and get issues resolved

8. Should be target oriented and self motivated

Nice to have:

• Has been a mentor for new joiners.
• Has worked on a process/product improvement project