Team Lead – Chat Support
Location: Panchkula, Haryana
Experience: Minimum 3 Years
Job Type: Full-time
Job Description
We are hiring an experienced Team Lead – Chat Support to manage a team of customer support executives and ensure excellent service delivery. The ideal candidate should have prior experience leading chat support teams in a BPO or customer service environment, with a strong focus on people management, performance improvement, and client satisfaction.
Key Responsibilities
- Lead and manage a team of 15–20 Chat Support Executives.
- Monitor daily attendance, login hours, schedule adherence, and productivity.
- Drive team performance across KPIs including CSAT, FCR, AHT, Quality Score, and Concurrency.
- Conduct daily huddles, one-on-one coaching sessions, and performance reviews.
- Monitor live chats and conversation transcripts to ensure quality and process compliance.
- Resolve customer escalations and support agents in handling complex issues.
- Identify training needs and coordinate refresher sessions with the Training team.
- Work closely with the WFM team on scheduling, staffing, and shrinkage management.
- Prepare and share daily, weekly, and monthly MIS reports with the Operations Manager.
- Ensure adherence to company policies, client requirements, and quality standards.
Required Qualifications
- Minimum 3 years of experience in Customer Support or Chat Support.
- At least 1 year of experience as a Team Lead in a BPO/Customer Support environment.
- Strong leadership, coaching, and people management skills.
- Good understanding of CSAT, FCR, AHT, Quality, SLA, and productivity metrics.
- Excellent verbal and written communication skills.
- Proficiency in Microsoft Excel and reporting tools.
- Ability to work in rotational shifts.
Preferred
- Experience handling international chat support processes.
- Immediate joiners or candidates with a short notice period will be preferred.
Benefits
- Career growth opportunities.
- Professional and collaborative work environment.
- Performance-driven culture.
Pay: ₹30,000.00 - ₹35,000.00 per month
Experience:
- Team Lead: 3 years (Required)
- Chat Support: 3 years (Required)
Language:
Location:
- Panchkula, Haryana (Required)
Shift availability:
Work Location: In person
