Team Lead (Chat Support)

Requirements

Key responsibilities include:

Team Building:

• Provide guidance, support, and inspiration to team members.
• Conduct regular one-on-one sessions to address concerns and individual growth.
• Contribute to building a high-performing team to enhance the overall Employer Experience.
• Implement measures to maximize team efficiency and productivity.
• Unlock people’s potential through audit training and mentorship

Attendance and Availability Management:

• Ensure the timely presence and availability of agents for their shifts.
• Handle leave requests and manage shift schedules effectively.

Backup Maintenance:

• Develop and implement a robust backup plan to maintain operational continuity.

KPI Ownership:

• Take ownership of team Key Performance Indicators (KPIs) and strive for continuous improvement.

Escalation Handling:

• Address and resolve escalations from team members and social media promptly and efficiently. Must take up conversations which team is not able to handle and needs supervisor

Product Expertise:

• Become a product expert, staying abreast of updates and ensuring real-time knowledge transfer within the team.

Attrition and Shrinkage Management:

• Monitor and manage attrition and shrinkage, implementing strategies for retention.

Resource Planning:

• Strategically plan resources within your team during peak hours, weekends, and holidays for optimal operational efficiency.

Queue Management:

• Maintain real-time oversight of calls/ chats in the queue to ensure timely responses.

Communication and Updates:

• Conduct regular team huddles, stand-up meetings, and training to inform the team of product changes and updates.

Contribution to Hiring:

• Actively participate in the hiring process, identifying and onboarding top talent.

An ideal candidate for the role of TL should:

• Hold a Graduate degree from an esteemed college
• 2+ years in Customer Service or BPO, including 1+ year as a team leader
• Experience in customer support and managing teams
• Leadership, communication, problem-solving, analytical, customer service
• Adaptability, decision-making, empathy, conflict resolution
• Familiar with BPO tools and software, reporting skills, and basic excel
• Willingness to roll up sleeves and actively participate in task execution, demonstrating a hands-on approach. High flexibility to adapt to dynamic environments and manage multiple responsibilities