Hi,

We are hiring for one of Indias leading IT & consulting organizations for the position of Chat Process - Team Lead.

Summary :

Chat Process - Team Lead manages a team of customer support agents handling text-based inquiries, monitors performance metrics like Average Handling Time (AHT) and Customer Satisfaction (CSAT), and ensures adherence to Service Level Agreements (SLAs).

- To Apply for above Chat Process - Team Lead , WhatsApp 'Hi' @ 951945992
- When Asked For The job Code, Type: Job Code # 229

Key Skills:

- Overall 7+ years of work experience in International Chat Process.
- Minimum 1 year of Team Handling experience.
- Strong understanding of UK insurance concepts and processes.
- Any graduate

Key Responsibilities: Process & Operations Management

- Lead day-to-day operations for assigned UK insurance processes.
- Ensure compliance with UK insurance regulations, internal controls, SLAs, and quality standards.
- Monitor process performance against KPIs such as TAT, accuracy, productivity, and customer satisfaction.
- Identify process gaps, risks, and improvement opportunities; implement corrective and preventive actions.

People Management

- Manage, coach, and mentor a team of associates and senior associates.




- Set clear performance goals against KPIs and conduct regular performance and coaching reviews.
- Identify training needs and ensure skill development aligned with process requirements.
- Drive a culture of accountability, collaboration, and high performance.

Quality & Compliance

- Ensure strict adherence to UK regulatory requirements, including FCA guidelines, Treating Customers Fairly, and data protection.
- Review quality scores, audit findings, and customer feedback; lead root cause analysis and remediation.
- Partner with Quality and Compliance teams to maintain robust governance.

Continuous Improvement & Transformation

- Drive Lean, Six Sigma, automation, or digital initiatives to enhance efficiency and reduce errors.
- Support process documentation, SOP updates, and transition of recent work.
- Contribute to transformation, cost optimization, and scalability initiatives.

Leadership & Behavioral Skills

- Strong coaching capabilities based on trend analysis.
- Excellent communication skills (written and verbal) for internal and external client interactions.
- Problem-solving mindset with data-driven decision-making.
- Ability to manage multiple priorities under tight deadlines

📌 Chat Process - Team Lead : Non Voice : Mumbai : Max 11 LPA : Apply
🏢 Outpace Consulting Services
📍 Mumbai