Customer Support Team Lead

Job Title: Team Lead Chat Process (International)

Location: [Gurugram]

Experience: 58 Years

Industry: BPO / KPO

Process: Chat Support (Non-Voice)

Shift: (Rotational)

Job Summary

We are hiring a Team Lead Chat Process to manage and drive performance for an international non-voice support team. The ideal candidate will have strong experience handling live chat operations, people management, SLA adherence, and performance improvement in a BPO/KPO environment.

Key Responsibilities

• Lead and manage a team of 1525 chat support associates
• Ensure achievement of chat SLAs, AHT, response time, quality, productivity, and CSAT
• Monitor real-time chat queues, concurrency, and staffing
• Conduct regular team huddles, coaching, and performance feedback sessions
• Handle escalations and complex customer issues over chat
• Track attendance, shrinkage, and schedule adherence
• Prepare and analyze daily/weekly MIS, dashboards, and performance reports
• Coordinate with Quality and Training teams for calibrations and refresher training
• Support new hire onboarding and nesting for chat agents
• Drive continuous process improvement and adherence to SOPs