: Team Lead Customer Service (Chat Process)

Position: Team Lead Customer Service

Process: Customer Service Chat

Experience: Minimum 2 years of Team Lead experience

Qualification: Graduate mandatory

Shift: 24/7 rotational shifts

Work Schedule: 5 days working, 2 days weekly off

Notice Period: Immediate joiners only

Salary: Up to 6.5 LPA

Key Responsibilities

- Lead and manage a team of customer service executives handling chat-based customer interactions.
- Monitor team performance against key metrics such as productivity, quality, CSAT, response time, and adherence.
- Conduct regular team huddles, performance reviews, coaching, and feedback sessions.
- Ensure adherence to process guidelines, SOPs, and company policies.
- Handle escalations and resolve complex customer issues effectively.
- Identify performance gaps and implement corrective and improvement plans.
- Prepare and share daily/weekly performance reports and business updates.
- Coordinate with internal stakeholders to ensure smooth process operations.
- Drive employee engagement, motivation, and overall team performance.
- Ensure compliance with attendance, schedule adherence,



and shift requirements.

Candidate Requirements

- Minimum 2 years of experience as a Team Lead in a customer service/chat process.
- Graduation is mandatory.
- Robust communication skills, both written and verbal.
- Prior experience managing a team in a customer service/BPO environment.
- Good knowledge of customer service metrics and performance management.
- Strong problem-solving, coaching, and people-management skills.
- Comfortable working in a 24/7 rotational shift environment.
- Candidates who can join immediately are preferred/required.

Compensation & Benefits

- CTC: Up to 6.5 LPA, depending on experience and interview performance.
- Working Days: 5 days working + 2 days weekly off.
- Transport: 2-way cab facility for eligible shifts OR 5,000/month travel allowance for employees opting for self-commutation, as per company policy.
- Shift: 24/7 rotational shifts.

Important - Immediate joiners only. Candidates serving a notice period may not be considered.

📌 Customer Service Team Lead (Hyderabad)
🏢 IntouchCX
📍 Hyderabad