Team Leader – Email and Chat Process

r3 Consultant; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading BPO company is looking for a Team Lead to oversee day-to-day operations of an email/chat support process. The candidate must have prior BPO experience and manage a team of at least 15 members. Strong communication skills and the ability to handle large volumes of interactions are essential. This full-time position involves rotational shifts and aims to maintain high-quality service delivery while ensuring productivity. The contract will be renewed every three months.

Qualifications

• Must currently be working in an email/chat process.
• BPO experience is mandatory.
• Must have handled a team size of at least 15 or more.

Responsibilities

• Lead and manage a team handling email and chat-based customer support.
• Monitor daily performance metrics and ensure SLA adherence.
• Provide regular feedback, coaching, and performance reviews for team members.

Skills

Strong written and verbal communication skills

Ability to manage large teams

Experience in email/chat process

Ability to work in rotational shifts

Job description

Job Title

Team Lead – Email/Chat Process (BPO)

Company

r3 Consultant

Position

Team Leader

Work Mode

Remote

Location

PAN India

Working Days

6 days per week

Shifts

Rotational shifts between 7:00 AM to 1:00 PM

Industry

BPO

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/chat process.
• BPO experience is mandatory.
• Candidates from calling or sales processes are not eligible.
• Must have handled a team size of at least 15 or more.
• Strong written and verbal communication skills.
• Ability to work in rotational shifts.

Contract Duration

• Contract will be renewed every 3 months.

Seniority Levelh3>

Mid‑Senior level

Type

Full‑time

Job Function

Information Technology

Industry (Additional)

Staffing and Recruiting