Job Description

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 current initiatives.
n

📌 Team Lead Tamil Nadu (India)
🏢 TP
📍 India