Roles and Responsibilities
- Manage a team of chat support agents to ensure excellent customer service delivery.
- Oversee daily operations, including rostering, scheduling, and performance management.
- Develop and implement strategies to reduce shrinkage and attrition rates through effective people management skills.
- Monitor key performance indicators (KPIs) such as CSAT, DSAT, AHT, KRA, TAT, SLA, and SLA management.
- Ensure compliance with quality standards by monitoring email processes and call center operations.
Desired Candidate Profile
- 2-7 years of experience in BPO/Call Center industry with expertise in Chat Support Lead role.
- Solid understanding of BPO Operations Management principles and practices.
- Excellent communication skills for effective leadership and collaboration with cross-functional teams.
- Ability to analyze data to drive business decisions using tools like KPIs.
- Contact: Yamanur K (phone hidden)
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[email protected]
📌 Team Lead Chat support (Bengaluru)
🏢 TP
📍 Bengaluru