Key Responsibilities
- Lead, motivate, and manage a team of chat support agents handling international customer interactions.
- Monitor daily team performance against key metrics such as Productivity, Quality, CSAT, SLA, AHT, and Adherence.
- Conduct regular coaching sessions, feedback discussions, and performance reviews to improve agent effectiveness.
- Identify training needs and coordinate with Training and Quality teams for skill enhancement.
- Handle customer escalations and provide timely resolutions.
- Analyze performance data and prepare daily, weekly, and monthly reports.
- Ensure compliance with company policies, processes, and client requirements.
- Drive employee engagement initiatives and maintain a positive team environment.
- Collaborate with Operations, Workforce Management, Quality, and Training teams to achieve business objectives.
- Support recruitment, onboarding, and mentoring of new team members.
- Implement process improvement initiatives to enhance efficiency and customer satisfaction.

Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)




- Service Level Agreement (SLA) Achievement
- Quality Scores
- Productivity Metrics
- Attendance and Adherence
- Escalation Management
- Team Attrition and Engagement
- First Contact Resolution (FCR)

Required Qualifications
- Graduate in any discipline.
- 2-5 years of experience in Customer Support/International Chat Process.
- Minimum 1-2 years of experience in a Team Leader or Supervisory role.
- Robust understanding of contact center operations and customer service best practices.
- Excellent written and verbal communication skills in English.
- Proficiency in MS Office, reporting tools, and CRM platforms.
- Strong analytical, problem-solving, and decision-making skills.

Preferred Skills
- Leadership and people management.
- Coaching and mentoring.
- Performance management.
- Conflict resolution and escalation handling.
- Time management and multitasking.
- Data analysis and reporting.
- Pr

📌 Customer Service Team Leader (Panchkula)
🏢 programming.com
📍 Panchkula