Team Lead

Team Management & Leadership

• Lead, mentor, and motivate a team of Chat Support Executives to achieve performance targets.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Monitor attendance, productivity, and adherence to schedules.
• Identify training needs and facilitate skill development programs.

Operations Management

• Ensure smooth day-to-day operations of the chat support process.
• Manage workflow allocation and resource planning to achieve service levels.
• Track key operational metrics and drive performance improvements.
• Handle escalated customer concerns and provide prompt resolutions.

Performance & Quality Management

• Monitor team KPIs including CSAT, Quality Scores, Productivity, AHT, FCR, and SLA adherence.
• Conduct quality audits and provide actionable feedback.
• Develop and implement action plans to improve team performance.
• Prepare daily, weekly, and monthly operational reports.

Customer Experience

• Ensure consistent delivery of exceptional customer service.
• Drive customer satisfaction initiatives and process improvements.
• Act as a point of contact for resolving complex customer issues.
• Promote a customer-centric culture within the team.

Stakeholder Management

• Collaborate with internal departments to address operational challenges.
• Participate in client reviews and business discussions when required.
• Support implementation of process enhancements and new initiatives.