Team Leader -Chat

Sykes; Navi Mumbai; On-site; INR 700,000 - 1,300,000; Full time

Job summary

Sykes in Navi Mumbai, India, seeks an experienced Chat Operations Manager to lead a team of chat professionals and uphold high-quality customer service standards. You will drive initiatives to enhance response quality, monitor metrics, and implement process improvements.

As a senior leader, you will develop strategies to boost efficiency, collaborate with cross-functional teams to resolve complex issues, and ensure compliance with policies and industry regulations while coaching your staff to

Responsibilities

• Manage and lead a team of chat professionals to achieve high-quality customer service standards.
• Develop and implement effective strategies to improve chat operations efficiency and productivity.
• Collaborate with cross-functional teams to resolve complex customer issues and enhance overall customer experience.
• Analyze and report on key performance indicators to identify areas for improvement and optimize processes.
• Provide coaching and training to team members to enhance their skills and knowledge.
• Ensure compliance with company policies and procedures, as well as industry regulations and standards.

Job description

• Manage and lead a team of chat professionals to achieve high-quality customer service standards.
• Develop and implement effective strategies to improve chat operations efficiency and productivity.
• Collaborate with cross-functional teams to resolve complex customer issues and enhance overall customer experience.
• Analyze and report on key performance indicators to identify areas for improvement and optimize processes.
• Provide coaching and training to team members to enhance their skills and knowledge.
• Ensure compliance with company policies and procedures, as well as industry regulations and standards.