Team Leader – Email and Chat Process

Job Description:

Team Leader – Email and Chat Process

Designation: Team Leader

Experience Required: 1.5 to 2 years as a Team Leader

Work Mode: Remote

Location: PAN India

Working Days: 6 days per week rotational shifts rotational week offs

Role Overview:

The Team Leader will oversee day-to-day operations for an email/chat support process ensuring smooth workflow team productivity and high-quality service delivery. The role requires strong communication skills the ability to manage large volumes and prior experience handling mid-sized teams.

Key Responsibilities:

Lead and manage a team handling email and chat-based customer support. Monitor daily performance metrics and ensure SLA adherence. Handle large volumes of customer interactions with accuracy and efficiency. Provide regular feedback coaching and performance reviews for team members. Ensure process compliance and maintain quality standards across all interactions. Coordinate with cross-functional teams to resolve escalations and process issues. Prepare and share reports with management on team performance and improvement plans.

Candidate Requirements:

Must currently be working in an email and chat process. BPO experience is mandatory. Candidates from calling or sales processes are not eligible. Must have handled a team size of at least 25 or more. Strong written and verbal communication skills. Ability to work in rotational shifts.

Contract Duration: Contract will be renewed every 3 months

Required Skills:

chat support email support customer satisfaction customer service CSAT SLAs