Team Management & Leadership /n /n
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.

/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.

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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.

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Develop and implement action plans to improve team performance.

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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.

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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.

/n /n Stakeholder Management /n /n
Collaborate with internal departments to address operational challenges.

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Participate in client reviews and business discussions when required.

/n
Support implementation of process enhancements and recent initiatives.

/n

📌 Team Lead Chennai (India)
🏢 TP
📍 India