Hiring: Team Leader – Email & Chat Support (Managing Remote Teams)
We are looking for an experienced Team Leader to manage a distributed team of remote agents for a premier US Non-Voice (Email & Chat Support) account.
Key Details:
- Role: Team Leader – Operations (Non-Voice / Email & Chat)
- Location: Kolkata, West Bengal (Leading Remote/WFH Agents)
- Experience: 5–8 Years in International BPO (1–2+ years as a TL managing remote teams)
- Salary: Up to ₹40,000/month CTC + Performance Incentives
- Shift: US Night Shift (9:00 PM – 6:00 AM IST) | Monday to Friday (Fixed Weekends Off)
Core Responsibilities:
- Managing real-time chat concurrency, email queues, and strict SLA metrics (FRT, ART, CSAT).
- Tracking remote agent productivity, schedule adherence, and AUX states.
- Conducting virtual audits, 1-on-1 coaching, and quality improvement sessions.
- Handling complex ticket escalations and daily performance reporting.
Requirements:
- Proven leadership experience in international digital customer service (Zendesk, Freshdesk, LiveChat, etc.).
- Strong command over written English and business communication.
- Proficiency in MS Excel and remote management tools (Slack, MS Teams, Zoom).
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
