2. Team Lead
- Experience: Minimum 3 years
- CTC Budget: Up to ₹45,000 per month

About the Role

Manage a team of chat support agents, drive daily performance, ensure quality compliance, and meet client KPIs consistently.

Key Responsibilities

Manage a team of 15-20 chat agents — monitor login, availability, and schedule adherence

Track agent metrics (CSAT, FCR, AHT, Quality Score, Concurrency) and drive improvements

Conduct daily huddles, regular one-on-ones, and structured feedback sessions

Monitor live chats and transcripts to ensure process and quality compliance

Handle floor escalations and complex customer issues agents cannot resolve

Coordinate with Training team for refreshers and coaching of low performers

Liaise with WFM for scheduling and shrinkage management

Share daily, weekly, and monthly performance reports with the Operations Manager

Pay: ₹30,000.00 - ₹45,000.00 per month

Work Location: In person

📌 Customer Service Team Leader (Panchkula)
🏢 TGS The Global Skills
📍 Panchkula