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CommVersion is looking for talented individuals to join our team as we continue the journey in the evolution of digital communication. If you’re looking for a recent role that will both challenge and excite you in equal measure, and you’re not afraid of ambitious targets and then we could be the place for you.

Position Summary The post holder will shadow and support operators in delivering a high quality, accurate and consistent live chat service and step in to answer chats directly at peak times. A natural leader, the successful candidate will be able to confidently guide and mentor operators in the use of established engagement scripts and canned answers, but will also be able to think on their feet when chat visitors go off script. The successful candidate will understand the principles or speed, accuracy and freedom from bias.

Responsibilities

- Leading a team of people who will be resolving customer queries through chat.
- Setting clear team goals and managing the team performance
- Interacting with Clients - Over Email/ Chat/ Call
- Supervise live chat operator teams by offering guidance and support throughout the daily shift;
- To step in and take chats directly when necessary;
- To fact-check to ensure accuracy of leads and their transcripts;
- To ensure leads are sent to the correct client, email address and with the correct transcript;
- Ensure strong English language capabilities within live chat operator teams, following a process of continuous improvement;




- Oversee the recruitment, training and development of live chat operators required to serve the ambitious growth goals of the company.
- Perform weekly chat quality evaluations to monitor agent adherence to engagement scripts, tone, and response accuracy, providing actionable feedback to address individual performance gaps.
- Ensure team members actively utilize and adhere to updated KB documentation and process guidelines to maintain consistent and accurate resolution quality across all chat shifts.
- Identify specific areas for agent improvement—such as response speed, attentiveness, and chat flow handling—and implement targeted coaching or refresher training sessions.
- Monitor daily agent compliance with operational protocols and track recurring issues to ensure smooth escalation management and process consistency.

Duties:

Requirements:

- Fluent in spoken and written English
- Should be open to working in a 24/7 process.
- Demonstrable ability to understand and respond appropriately to off-message user questions.
- Team player who loves working collaboratively in an innovative, quick growing & challenging environment.
- “Never say can’t” attitude

Technical Skills, Competencies or Qualification Requirements:

- Writing and editing
- People Management & Leadership
- Live chat platforms and data management tools
- Strong Excel, Power Point and other office suite skills.

📌 Team Leader (India)
🏢 uKnowva
📍 India