2. Team Lead
- Experience: Minimum 3 years
- CTC Budget: Up to ₹45,000 per month
About the Role
Manage a team of chat support agents, drive daily performance, ensure quality compliance, and meet client KPIs consistently.
Key Responsibilities
Manage a team of 15–20 chat agents — monitor login, availability, and schedule adherence
Track agent metrics (CSAT, FCR, AHT, Quality Score, Concurrency) and drive improvements
Conduct daily huddles, regular one-on-ones, and structured feedback sessions
Monitor live chats and transcripts to ensure process and quality compliance
Handle floor escalations and complex customer issues agents cannot resolve
Coordinate with Training team for refreshers and coaching of low performers
Liaise with WFM for scheduling and shrinkage management
Share daily, weekly, and monthly performance reports with the Operations Manager
Pay: ₹30,000.00 - ₹45,000.00 per month
Work Location: In person
