Job Description

Team Management & Leadership

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

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

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- Monitor team KPIs including CSAT, Quality Scores, Productivity, AHT, FCR, and SLA adherence.
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- Conduct quality audits and provide actionable feedback.
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- Develop and implement action plans to improve team performance.
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- Prepare daily, weekly, and monthly operational reports.
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Customer Experience

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

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- Collaborate with internal departments to address operational challenges.
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- Participate in client reviews and business discussions when required.
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- Support implementation of process enhancements and current initiatives.
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📌 Team Lead (Tamil Nadu)
🏢 TP
📍 Tamil Nadu