Team Management & Leadership /n /n

- 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 /n Operations Management /n /n

- 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 /n Performance & Quality Management /n /n

- 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 /n Customer Experience /n /n

- 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 /n Stakeholder Management /n /n

- 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 recent initiatives.

/n

📌 Team Lead (Chennai)
🏢 TP
📍 Chennai