Team leader Chat Process

Gear Inc; Kolkata District; On-site; INR 550,000 - 900,000; Full time

Job summary

Gear Inc. seeks a skilled CS Team Lead to guide a group of Customer Support Agents in Kolkata. You will mentor staff, manage escalations, and ensure daily productivity and service levels align with KPIs.

Your role includes reporting, process improvements, and team coaching to sustain high performance. Ideal candidates hold a Bachelor's degree and demonstrate strong English communication, leadership, and knowledge of CS tools.

Qualifications

• Bachelor's degree in a relevant field (communications, psychology, sociology, or similar).
• Fluent in English, at least C1 level, with excellent written and verbal communication.
• Proficiency with CS (email & chat) tools and platforms.
• Familiarity with CS performance metrics and KPIs.
• Strong team management and leadership abilities.
• Excellent interpersonal and communication skills.
• Proficiency with CS software and tools is a plus.
• Problem-solving and analytical thinking abilities.
• Ability to handle pressure and manage delicate material.
• Knowledge of moral and legal issues involved in CS work.

Responsibilities

• Lead, mentor, and supervise a group of Customer Support Agents (CSA).
• Hold regular team meetings and evaluate performance with constructive feedback.
• Manage escalations and advise CSAs on challenging issues.
• Ensure CSA tasks are completed smoothly and efficiently.
• Stay updated with policy changes and ensure team compliance.
• Provide briefings and process updates to improve team capabilities.
• Address client requests and escalations with timely solutions and follow-up.
• Be approachable for CSAs and report issues to the manager promptly.
• Monitor roster adherence and shrinkage on the floor.
• Assist team in identifying trends and setting collective goals.
• Ensure daily productivity and service levels meet KPIs; share corrective actions as needed.
• Prepare reports and analyze data to improve processes and allocate resources efficiently.

Skills

English proficiency

Team leadership

CS metrics

CS tools

Problem solving

Communication

Interpersonal skills

CS compliance

Education

Bachelor's degree

Job description

You are in charge of leading and supervising a group of Customer Support Agents (CSA). Guarantee that non-quality KPIs meet the clients requirements and escape abnormal issues as they arise. TL shall support the Senior TL in managing the agents in day-to-day operations and provide answers to both internal and external questions when needed.

Location: Kolkata, India

Key Responsibilities:

• 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 teams efficiency.

Qualifications and Requirements:

• A bachelor's degree in a field (such as communications, psychology, sociology, or a similar field) that is applicable.
• Fluent in English. At least C1 level. Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
• Proficiency in CS (email & chat support).
• Familiarity with performance metrics for CS processes
• Strong team management and leadership abilities.
• Excellent interpersonal and communication abilities.
• Proficiency with software and tools for CS work is a plus.
• Problem-solving and analytical thinking skills.
• Ability to manage delicate material and perform under pressure.
• Knowledge of the moral and legal issues involved in CS work .