Team Leader Operations- international chat process

TP; Jaipur; On-site; INR 500,000 - 1,200,000; Full time

Job summary

TP in Jaipur is seeking an experienced leader to manage an international chat support team, ensuring delivery of high-quality customer service from its Jaipur operations.

You will oversee daily operations, monitor SLAs and KPIs, and work with cross-functional teams to drive efficiency and growth while ensuring regulatory compliance. This role demands strong communication and data-analysis skills for strategic decision-making.

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

International chat process

Communication skills

Data analysis

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