Hiring: Team Leader- Customer service Chat Process |

Globiva, Gurgaon

We are looking for an experienced Team Leader for Customer service process

Location: Gurgaon

Working Days: 6 Days a Week

Process Type: Inbound Customer Service Live chat

Key Roles and Responsibilities

- Performance Monitoring: Track KPIs like Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, chat concurrency, and Service Level Agreements
- Chat Quality & Escalations: Audit random transcripts for tone, grammar, and accuracy. Intervene to handle complex or irate customer escalations.
- Team Coaching & Training: Provide regular feedback, host huddles, and design training sessions for upskilling and product knowledge updates.
- Roster & Shrinkage Management: Manage shift scheduling, breaks, and leaves to ensure adequate chat queue coverage throughout the day.
- Reporting: Create and share daily, weekly, and monthly MIS reports with upper management regarding team output and process health
- - Immediate Joiners Required
- Max Budget 35k CTC 30k In hand
- Please share your cv at (phone hidden) ( Dheeraj )

📌 Chat Team leader (Gurugram)
🏢 globiva
📍 Gurugram