Hiring: Team Leader – Email & Chat Support (Managing Remote Teams)

We are looking for an experienced Team Leader to manage a distributed team of remote agents for a premier US Non-Voice (Email & Chat Support) account.

Key Details:
Role: Team Leader – Operations (Non-Voice / Email & Chat)
Location: Kolkata, West Bengal (Leading Remote/WFH Agents)
Experience: 5–8 Years in International BPO (1–2+ years as a TL managing remote teams)
Salary: Up to ₹40,000/month CTC + Performance Incentives
Shift: US Night Shift (9:00 PM – 6:00 AM IST) | Monday to Friday (Fixed Weekends Off)

Core Responsibilities:
Managing real-time chat concurrency, email queues, and strict SLA metrics (FRT, ART, CSAT).
Tracking remote agent productivity, schedule adherence,



and AUX states.
Conducting virtual audits, 1-on-1 coaching, and quality improvement sessions.
Handling complex ticket escalations and daily performance reporting.

Requirements:
Proven leadership experience in international digital customer service (Zendesk, Freshdesk, LiveChat, etc.).
Robust command over written English and business communication.
Proficiency in MS Excel and remote management tools (Slack, MS Teams, Zoom).

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Team Leader Kolkata
🏢 Rampwork
📍 Kolkata