Team Leader – Email and Chat Process
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Job Summary
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
