Accountability & Responsibilities of Role:
- Lead, coach, and motivate the chat support team to achieve performance KPIs including CSAT, SLA, AHT, and quality scores.
- Oversee day-to-day chat operations to ensure timely, accurate, and customer-centric responses.
- Monitor individual and team performance, conduct regular feedback sessions, and implement development plans.
- Review chat interactions and ensure adherence to quality, compliance, and process guidelines.
- Handle escalated customer queries and ensure prompt, effective resolution.
- Analyse operational data to identify performance gaps, trends, and opportunities for process improvement.
- Collaborate with Training, Quality, Product, and Operations teams to address issues and enhance service delivery.
- Prepare and share timely reports on team performance, productivity, and service outcomes with management.
Position Requirements:
Educational Background:
Work Experience:
- 3-5 years of experience in a customer service/contact center environment, with at least 1 year in a team lead or supervisory role.
- Strong interpersonal and leadership skills with the ability to manage and motivate a diverse team.
- Excellent communication skills, both verbal and written.
- Ability to analyse performance data and translate insights into action.
- Exposure to multi-channel or omnichannel support environments.
- Experience handling escalations and working cross-functionally.
- Agent Productivity and Engagement.
- Reduction in Escalations and Error Rates.
Technical / Industry Skills:
- Strong proficiency in chat support platforms, CRM tools, ticketing systems, and knowledge base tools.
- Good understanding of contact center KPIs (AHT, CSAT, SLA, QA scores, etc.).
- Ability to analyse performance data and generate actionable insights.
- Familiarity with workforce management concepts like scheduling and capacity planning.
- Proficient in MS Excel, Google Sheets, and dashboard/reporting tools.
- Knowledge of industry best practices in customer support and digital service operations
