Team Leader Operations- international chat process

TP; Mohali, Chandigarh; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TP in Mohali is seeking an experienced operations leader to manage a team delivering international chat support. You will oversee daily activities, ensure SLA compliance, and drive customer satisfaction.

The role focuses on optimizing processes, reducing costs, and collaborating with cross-functional teams to resolve issues and implement ICP best practices.

Qualifications

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

Responsibilities

• Manage a team of customer service representatives for international chat support.
• Oversee daily operations, ensure KPIs like AHT, shrinkage, attrition, CSAT, and SLA.
• Develop strategies to improve efficiency and reduce costs.
• Collaborate with cross-functional teams to resolve complex issues.
• Ensure compliance with policies, procedures, and regulatory requirements.

Skills

People leadership

Operational analytics

Stakeholder communication

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 - Mohali