Team Lead ( Chat Support role)

Description

We are seeking a dynamic Team Lead for our Chat Support team in India. The ideal candidate will have extensive experience in managing chat support operations and a proven track record of enhancing customer satisfaction.

Responsibilities

• Lead and manage a team of chat support agents to ensure high-quality service delivery.
• Monitor and evaluate team performance to identify areas for improvement.
• Provide coaching and training to team members to enhance their skills and efficiency.
• Develop and implement strategies to improve customer satisfaction and reduce response times.
• Collaborate with other departments to resolve customer issues and improve processes.
• Analyze chat metrics and prepare reports for management review.

Skills and Qualifications

• 5-9 years of experience in chat support or customer service role, preferably in a team lead capacity.
• Strong communication skills, both written and verbal, with the ability to articulate complex issues clearly.
• Proficiency in using chat support software and tools.
• Excellent problem-solving skills with a customer-centric approach.
• Ability to motivate and lead a diverse team, fostering a positive work environment.
• Strong analytical skills to assess team performance and customer feedback.