Team Lead Chat support

TP; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

TP in Bengaluru, India seeks a capable Chat Support Lead to manage a dedicated team of chat support agents and oversee daily operations of rostering, scheduling, and performance management. You will implement strategies to reduce attrition and shrinkage while maintaining high service quality.

The role requires 2–7 years in BPO/Call Center with chat lead experience, a strong grasp of operations management, and excellent communication for cross-functional collaboration.

Qualifications

• 2–7 years of experience in BPO/Call Center with expertise in Chat Support Lead role.
• Strong understanding of BPO Operations Management principles and practices.
• Excellent communication skills for effective leadership and collaboration with cross-functional teams.
• Ability to analyze data to drive business decisions using KPIs.

Responsibilities

• Manage a team of chat support agents to ensure excellent customer service delivery.
• Oversee daily operations, including rostering, scheduling, and performance management.
• Develop and implement strategies to reduce shrinkage and attrition rates through effective people management skills.
• Monitor key performance indicators (KPIs) such as CSAT, DSAT, AHT, KRA, TAT, SLA, and SLA management.
• Ensure compliance with quality standards by monitoring email processes and call center operations.

Skills

Chat Support Lead

BPO Operations

Leadership

Data Analysis

Cross-functional Collaboration

Job description

Roles and Responsibilities

• Manage a team of chat support agents to ensure excellent customer service delivery.
• Oversee daily operations, including rostering, scheduling, and performance management.
• Develop and implement strategies to reduce shrinkage and attrition rates through effective people management skills.
• Monitor key performance indicators (KPIs) such as CSAT, DSAT, AHT, KRA, TAT, SLA, and SLA management.
• Ensure compliance with quality standards by monitoring email processes and call center operations.

Desired Candidate Profile

• 2-7 years of experience in BPO/Call Center industry with expertise in Chat Support Lead role.
• Strong understanding of BPO Operations Management principles and practices.
• Excellent communication skills for effective leadership and collaboration with cross-functional teams.
• Ability to analyze data to drive business decisions using tools like KPIs.
• Contact: Yamanur K 9449900627
• [e-mail]