Team Management & Leadership - Lead, mentor, and motivate a team of Chat Support Executives to achieve performance targets.

- Conduct regular team huddles, coaching sessions, and performance reviews.
- Monitor attendance, productivity, and adherence to schedules.
- Identify training needs and facilitate skill development programs.

Operations

Management - Ensure smooth day-to-day operations of the chat support process.

- Manage workflow allocation and resource planning to achieve service levels.
- Track key operational metrics and drive performance improvements.
- Handle escalated customer concerns and provide prompt resolutions. Performance & Quality Management - Monitor team KPIs including CSAT, Quality Scores, Productivity, AHT, FCR, and SLA adherence.
- Conduct quality audits and provide actionable feedback.




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

Customer

Experience - Ensure consistent delivery of exceptional customer service.

- Drive customer satisfaction initiatives and process improvements.
- Act as a point of contact for resolving complex customer issues.
- Promote a customer-centric culture within the team.

Stakeholder

Management - Collaborate with internal departments to address operational challenges.

- Participate in client reviews and business discussions when required.
- Support implementation of process enhancements and recent initiatives.

📌 Team Lead (India)
🏢 TP
📍 India