We are seeking an experienced and motivated Team Leader to manage and lead a team of Customer Support Associates in an International Chat Process. The ideal candidate will be responsible for driving team performance, ensuring service excellence, maintaining quality standards, and achieving operational KPIs while delivering an exceptional customer experience.
Key Responsibilities
- Lead, motivate, and manage a team of chat support agents handling international customer interactions.
- Monitor daily team performance against key metrics such as Productivity, Quality, CSAT, SLA, AHT, and Adherence.
- Conduct regular coaching sessions, feedback discussions, and performance reviews to improve agent effectiveness.
- Identify training needs and coordinate with Training and Quality teams for skill enhancement.
- Handle customer escalations and provide timely resolutions.
- Analyze performance data and prepare daily, weekly, and monthly reports.
- Ensure compliance with company policies, processes, and client requirements.
- Drive employee engagement initiatives and maintain a positive team environment.
- Collaborate with Operations, Workforce Management, Quality, and Training teams to achieve business objectives.
- Support recruitment, onboarding, and mentoring of new team members.
- Implement process improvement initiatives to enhance efficiency and customer satisfaction.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Service Level Agreement (SLA) Achievement
- Quality Scores
- Productivity Metrics
- Attendance and Adherence
- Escalation Management
- Team Attrition and Engagement
- First Contact Resolution (FCR)
Required Qualifications
- Graduate in any discipline.
- 2–5 years of experience in Customer Support/International Chat Process.
- Minimum 1–2 years of experience in a Team Leader or Supervisory role.
- Strong understanding of contact center operations and customer service best practices.
- Excellent written and verbal communication skills in English.
- Proficiency in MS Office, reporting tools, and CRM platforms.
- Strong analytical, problem-solving, and decision-making skills.
Preferred Skills
- Leadership and people management.
- Coaching and mentoring.
- Performance management.
- Conflict resolution and escalation handling.
- Time management and multitasking.
- Data analysis and reporting.
- Process improvement mindset.
Pay: ₹15,309.65 - ₹44,800.26 per month
Benefits:
- Commuter assistance
- Provident Fund
Work Location: In person
