Team leader

iSON Xperiences; Mumbai, Thane; On-site; INR 900,000 - 1,300,000; Full time

Job summary

iSON Xperiences in Mumbai is hiring an International E-Commerce Chat Team Leader to manage a busy chat support team operating across borders. You will drive performance, coach agents, and coordinate with cross-functional teams to resolve issues and meet service level targets.

The role requires extensive leadership in a chat/e-commerce environment, excellent English communication, and willingness to work in night shifts and rotating schedules.

Qualifications

• Strong leadership and people-management experience in a chat/e-commerce setting.
• Proven ability to coach, mentor, and raise team performance.
• Excellent written and spoken English communications.
• Hands-on experience with international chat/e-commerce processes.
• Comfortable managing escalations and cross-functional coordination.
• Willingness to work in rotational/night shifts.

Responsibilities

• Lead and coach a team of Chat Support Executives.
• Monitor KPIs: AHT, Quality, Productivity, SLA, adherence.
• Drive performance to meet process targets.
• Conduct regular coaching, feedback, and reviews.
• Handle escalations and coordinate with internal teams.
• Ensure compliance with guidelines and improve processes.

Skills

Leadership

People-management

Team coordination

English communication

E-Commerce chat

Education

Graduate

Job description

International E-Commerce Chat Team Leader

Position: Team Leader International E-Commerce Chat

Experience: 24 years in BPO, with minimum 15 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

iSON Xperiences

1302 Opal Squiare IT Park,

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

www.isonxperiences.com