Team lead onsite mumbai

iSON Xperiences; Mumbai, Thane; On-site; INR 700,000 - 1,100,000; Full time

Job summary

iSON Xperiences in Mumbai is seeking an International E-Commerce Chat Team Leader to guide a dedicated team of chat support executives in a 24x7 environment. You will monitor KPIs, coach, and drive performance to meet SLA targets.

The role requires 3-5 years in BPO with at least 3 years in a team leadership position, and hands-on experience with international chat/e-commerce processes. Work is on site with 5 days a week and rotational night shifts.

Qualifications

• Graduate preferred.
• 3-5 years in BPO with minimum 3 years of Team Leader experience.
• Experience in International E-Commerce Chat/Support.

Responsibilities

• Manage and lead a team of Chat Support Executives.
• Monitor and drive KPIs including AHT, Quality, Productivity, SLA and adherence.
• Drive team performance and ensure targets are met.
• Conduct regular coaching, feedback sessions and performance reviews.
• Handle customer and process escalations and ensure timely resolution.
• Coordinate with internal teams to resolve issues and ensure smooth operation.
• Ensure effective team coordination, communication, task allocation and daily support.
• Monitor attendance, shrinkage, adherence and daily productivity.
• Prepare and share daily/weekly performance reports and highlight trends.
• Ensure compliance with process, quality and organizational guidelines.
• Support process improvements and implement action plans.

Skills

Leadership

English

Team Coordination

Analytics

Problem Solving

Escalations

Night Shifts

Chat / E-Commerce

Education

Graduate

Job description

International E-Commerce Chat Team Leader

Position: Team Leader International E-Commerce Chat

Experience: 3 -5 years in BPO, with minimum 3 years of Team Leader experience

Process: International E-Commerce Chat Support

Location: Work From Office

Qualification: Graduate preferred

Key Responsibilities

• Manage and lead a team of Chat Support Executives.
• Monitor and drive key performance metrics including AHT, Quality, Productivity, SLA, and adherence.
• Drive team performance and ensure achievement of process targets.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Handle customer and process escalations and ensure timely resolution.
• Coordinate with internal teams and stakeholders to resolve operational issues and ensure smooth process functioning.
• Ensure effective team coordination, communication, task allocation, and daily operational support.
• Monitor attendance, shrinkage, adherence, and daily productivity.
• Prepare and share daily/weekly performance reports and highlight key trends and action areas.
• Ensure compliance with process, quality, and organizational guidelines.
• Support process improvements and implement action plans to improve overall team performance.

Required Skills

• Excellent written and verbal English communication skills.
• Strong leadership, team coordination, and people-management skills.
• Good analytical, decision-making, and problem-solving abilities.
• Hands-on experience with International Chat / E-Commerce processes.
• Ability to manage escalations and coordinate effectively with cross-functional teams.
• Comfortable working in rotational and night shifts.

Working: 5 Days Working + 2 Rotational Offs

Salary: As per experience and interview performance.

• Excellent written and verbal English communication skills.
• Strong leadership, team coordination, and people-management skills.
• Good analytical, decision-making, and problem-solving abilities.
• Hands-on experience with International Chat / E-Commerce processes.
• Ability to manage escalations and coordinate effectively with cross-functional teams.
• Comfortable working in rotational and night shifts.

Working: 5 Days Working + 2 Rotational Offs

Salary: As per experience and interview performance.

• Location Eligibility: Candidates residing within a 20 km radius can apply

HR -Ramesh pal -7303443025

iSON Xperiences

1302 Opal Squiare IT Park,

C-2, Padwal Nagar, Thane West, Pin-400604

www.isonxperiences.com