Team Leader Operations- international chat process

TP; Jaipur; On-site; INR 800,000 - 1,400,000; Full time

Job summary

TP in Jaipur seeks an experienced Operations Leader to manage an international chat support team. You will drive service excellence, lead daily operations, and align with SLAs, KPIs, and ICP guidelines.

You will collaborate with cross-functional teams, analyze data to spot trends, and implement cost-saving efficiency initiatives while ensuring policy and regulatory compliance.

Qualifications

• 1-6 years of experience in International BPO or similar industry.
• Strong understanding of ICP principles and practices.
• Excellent communication skills for effective leadership and collaboration with stakeholders.
• Ability to analyze data to identify trends and areas for improvement.

Responsibilities

• Manage a team of customer service representatives to deliver exceptional international chat support.
• Oversee daily operations, ensuring adherence to SLAs and KPIs such as AHT, shrinkage, attrition, CSAT, and SLA.
• Develop and implement strategies to improve operational efficiency and reduce costs.
• Collaborate with cross-functional teams to resolve complex issues and drive business growth.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Skills

Leadership

Communication

Data analysis

ICP knowledge

Team management

Job description

Roles and Responsibilities

• Manage a team of customer service representatives to deliver exceptional international chat support.
• Oversee daily operations, ensuring adherence to SLAs and KPIs such as AHT, shrinkage, attrition, CSAT, and SLA.
• Develop and implement strategies to improve operational efficiency and reduce costs.
• Collaborate with cross-functional teams to resolve complex issues and drive business growth.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Desired Candidate Profile

• 1-6 years of experience in International BPO or similar industry.
• Strong understanding of International Chat Process (ICP) principles and practices.
• Excellent communication skills for effective leadership and collaboration with stakeholders.
• Ability to analyze data to identify trends and areas for improvement.

Location - Jaipur