Key Responsibilities

Lead and manage a team of 15+ Chat Support Executives*.
Drive team performance through coaching, feedback, performance reviews, and development plans.

Manage day-to-day chat support operations and ensure SLA, KPI, productivity, quality, and CSAT* targets.
Act as the primary point of contact for clients, stakeholders, and business leadership.
Conduct governance meetings and present operational metrics, performance trends, and action plans.
Manage workforce planning, resource allocation, capacity planning, and operational requirements.
Identify operational risks and implement corrective and preventive actions.
Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
Collaborate with Quality, Training, HR, and other cross-functional teams.

Prepare and present MIS reports, dashboards, operational reviews, and business performance reports*.
Ensure compliance with organizational policies, quality standards, and applicable regulatory requirements.




Analyze customer trends and operational data to identify improvement prospects.
Mandatory Skills

8+ Years Experience | 2+ Years Lead Experience | Team Handling 15+ | Chat Support Operations | BPO/Customer Service | Healthcare/Insurance/Medical Domain | Client & Stakeholder Management | SLA/KPI Management | Workforce Management | Performance & Quality Management | MIS/Reporting | Continuous Improvement
Key Requirements

Minimum 8+ years* of overall relevant experience.

Minimum 2 years of Lead/Team Lead experience clearly mentioned on the resume*.

Must have experience leading a team of minimum 15 Chat Support Executives*.

Strong experience in chat/customer support operations*.

Experience in Healthcare, Medical Services, Insurance, or BPO* is preferred.
Robust client-facing and stakeholder management skills.
Good understanding of SLA, KPI, quality, productivity, and CSAT metrics.
Robust communication, analytical, problem-solving, and people-management skills.

📌 Account Manager / Operations Lead – Chat Support Secunderabad
🏢 AadhyaRaj Technologies
📍 Secunderabad