Team Lead with Chat Experience ( Only Male Candidates )

Gear Inc; Kolkata District; On-site; INR 600,000 - 900,000; Full time

Job summary

Gear Inc in Kolkata, India is seeking a Customer Support Team Lead to mentor a group of CSAs, manage escalations, and drive performance. The role requires ensuring tasks are completed efficiently, updating the team on process changes, and reporting to the manager.

Strong English communication and leadership skills are essential. The candidate will lead regular meetings, monitor KPIs, analyze data, and allocate resources to meet service levels.

Qualifications

• Bachelor's degree preferred.
• Experience in Customer Support (email & chat).
• Excellent verbal and written English communication.
• Ability to lead and mentor a team.

Responsibilities

• Manage, inspire, and mentor a group of Customer Support Agents (CSA).
• Hold regular team meetings, evaluate performance, and offer constructive feedback.
• Manage escalations and challenging situations while advising and supporting CSAs.
• Ensure CSAs complete tasks smoothly and effectively.
• Keep up with periodic updates and ensure team compliance.
• Conduct briefings and process updates to improve abilities.
• Handle client requests and escalations with timely solutions; follow up for resolution.
• Be approachable for CSAs and report issues to the manager when needed.
• Check roster adherence and manage floor shrinkage.
• Assist team in identifying trends and setting team goals.
• Ensure daily productivity and KPI targets; share corrective action plans if deviations occur.
• Prepare reports and analyze data to improve processes and resource allocation.

Skills

Team leadership

Performance evaluation

Coaching and mentoring

Escalation management

Data analysis

KPI management

Communication skills

Problem solving

Adaptability

Education

Bachelor's degree preferred

Job description

- Manage, inspire, and mentor a group of Customer Support Agents (CSA).

- Hold regular team meetings, evaluate performance, and offer helpful criticism.

- Manage escalations and challenging situations while advising and supporting CSAs.

- Make sure that all CSA tasks are completed smoothly and effectively.

- Keep up with periodic updates and make sure the team follows them.

- Conduct briefings & process updates to the team to improve their abilities.

- Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

- Should make themselves approachable for CSAs.

- Report any issues or challenges to the reporting manager immediately when needed.

- Responsible for checking the roster adherence of CSAs and managing shrinkages of the floor.

- Assisting team members in identifying trends and establishing teams goals.

- Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.

- Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the team’s efficiency.

JOB REQUIREMENT

- Education: Bachelor’s degree preferred.

- Experience: Customer Support (email & chat).

- Skills:

• Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
• Problem-solving and critical-thinking abilities.
• Strong team management and leadership abilities.
• Ability to handle client conversations and multitask.
• Ability to perform under pressure.
• Adaptability to fast-paced environments and shift work.
• Decisiveness and attention to detail.

- Language Requirement:

• English: Fluent or Business Proficient (C1 and up).