Job
Description
Department Hierarchy Lab Report Assistance Job posted on Jun 09, 2025 Employee Type Full Time Employee Experience range (Years) 7 years - 10 years Job Title : Senior Team Lead Job Role: Senior Team Lead Team: Diagnostics Supply Chain Location: Gurgaon About Tata 1mg Tata 1mg is a trusted health partner for end consumers and large institutions. Our Mission is to make healthcare understandable, accessible and affordable for all Indians. Over the past three years, we've worked to build a healthcare platform that guides customers to the right and affordable care. Today, Tata 1mg is present in 1000+ cities– And we’re just getting started. Leading the chart as one of the top consumer health platforms through e Pharmacy, e Diagnostics, e-consult and offline stores, TATA 1mg has delivered over 15M e Pharmacy orders, 2M e Diagnostics orders & 1M+ organic users/day in 2022 and we are just getting started. Our strongest asset is our 6400+ people enabling us to deliver on our mission consistently. Know more about us: https://www.1mg.com/aboutUs Brief about the Team TATA 1mg's Pharmacy E-Consultation Team is vital to our e-pharmacy services. The team specialises in telemedicine, connecting patients with doctors for advice and prescriptions. The team prioritises excellent customer experiences and healthcare accessibility and also ensures accuracy and compliance with regulations. They maintain confidentiality, resolve prescription issues with doctors and pharmacists, and provide prompt customer service. Collaboration with other teams optimises efficiency, while staying updated with pharmaceutical guidelines ensures effectivepre-validation. What will you do 1. Customer Issue Resolution Achieve 95% first-contact resolution. Maintain First Response Time (FRT) under 1 hour. Ensure resolution of report challenges within 3–6 hours. Attain 80% Customer Satisfaction Score (CSAT) post-resolution. 2. Service Procedures and Standards Develop, implement, and update service procedures and standards. Ensure 100% compliance with regulatory requirements. Track and execute procedural updates efficiently. 3. Troubleshooting and Problem Resolution Diagnose and resolve 95% of issues within 2 hours. Implement continuous improvement initiatives to reduce recurrence rate to <5%. Proactively address and prevent repeat issues. 4. Metrics and Analysis Deliver accurate daily, weekly, and monthly performance reports. Provide actionable insights with 80% implementation rate. Track and improve key performance metrics over time. 5. Knowledge Management Create and update FAQs, guides, and troubleshooting tips monthly. Ensure timely knowledge dissemination across the team. Achieve 90% team satisfaction on knowledge resources. Reduce repetitive queries by 20% through effective content usage. 6. Team Process Monitoring and Management Ensure daily operations are monitored and issues resolved. Maintain response and resolution time within defined targets. Implement process improvements quarterly. Gather regular team feedback on process support and guidance. What are we looking for? Bachelor’s degree in MLT or Similar qualification Minimum of 8–10 years of experience in healthcare operations, diagnostics customer service, or a clinical coordination role, with at least 1–2 years in a leadership capacity. Proven experience in team handling and customer issue resolution. Excellent verbal and written communication skills with a strong sense of empathy and patient-centricity. Familiarity with laboratory workflows, diagnostic report interpretation basics, and healthcare compliance protocols. Strong organizational and project management skills. Ability to multitask, work under pressure, and manage shifting priorities. Proficient in data analysis and reporting using tools like Excel, CRM dashboards, or customer service platforms. Exposure to clinical customer service in a diagnostics or digital health company. Hands-on experience with CRM systems like Kapture, Zendesk etc. Demonstrated ability to drive process improvement and enhance customer satisfaction scores. Why Join Us? Tata 1mg provides one of the most exciting and high-growth environments to work in. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. Being an integral part of the Diagnostics Labs team will provide a great opportunity not only to scale up your personal goals & targets but also our organizational goals to great heights by leveraging the existing capabilities of Tata 1mg. Disclaimer : Tata 1mg is proud to be an Equal Opportunity Employer. All employment decisions at Tata 1mg shall be made without discrimination, harassment or less favorable treatment of any employee or job applicant, either directly or indirectly, on the grounds of age, color, physical ability, ethnic origin, nationality, religion, gender, family status, marital status, prenatal status, gender reassignment, or sexual orientation. All employment decisions are based on business needs, job requirements, competence and merit.
