Job DescriptionTeam Management & Leadership
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- Lead, mentor, and motivate a team of Chat Support Executives to achieve performance targets.n
- Conduct regular team huddles, coaching sessions, and performance reviews.n
- Monitor attendance, productivity, and adherence to schedules.n
- Identify training needs and facilitate skill development programs.n

nOperations Management
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- Ensure smooth day-to-day operations of the chat support process.n
- Manage workflow allocation and resource planning to achieve service levels.n
- Track key operational metrics and drive performance improvements.n
- Handle escalated customer concerns and provide prompt resolutions.n

nPerformance & Quality Management
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- Monitor team KPIs including CSAT, Quality Scores, Productivity, AHT, FCR, and SLA adherence.n
- Conduct quality audits and provide actionable feedback.n




- Develop and implement action plans to improve team performance.n
- Prepare daily, weekly, and monthly operational reports.n

nCustomer Experience
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- Ensure consistent delivery of exceptional customer service.n
- Drive customer satisfaction initiatives and process improvements.n
- Act as a point of contact for resolving complex customer issues.n
- Promote a customer-centric culture within the team.n

nStakeholder Management
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- Collaborate with internal departments to address operational challenges.n
- Participate in client reviews and business discussions when required.n
- Support implementation of process enhancements and current initiatives.n

📌 Team Lead (Chennai)
🏢 TP
📍 Chennai