Team leader Chat Process at Gear Inc

Kolkata, west bengal, India -

Full Time

Start Date

Immediate

Expiry Date

26 Sep, 26

Salary

0.0

Posted On

28 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Leadership, Customer Support, KPI Management, Performance Evaluation, Escalation Handling, English Communication, Analytical Thinking, Problem Solving, Roster Management, Data Analysis, Interpersonal Skills

Industry

Outsourcing and Offshoring Consulting

Description

Job Information: You are in charge of leading and supervising a group of Customer Support Agents (CSA). Guarantee that non-quality KPIs meet the clients requirements and escalate abnormal issues as they arise. TL shall support the Senior TL in managing the agents in day-to-day operations and provide answers to both internal and external questions when needed. Location: Kolkata, India Key Responsibilities: Manage, inspire, and mentor a group of Customer Support Agents (CSA). Hold regular team meetings, evaluate performance, and offer helpful criticism. Manage escalations and challenging situations while advising and supporting CSAs. Make sure that all CSA tasks are completed smoothly and effectively. Keep up with periodic updates and make sure the team follows them. Conduct briefings & process updates to the team to improve their abilities. Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Should make themselves approachable for CSAs. Report any issues or challenges to the reporting manager immediately when needed. Responsible for checking the roster adherence of CSAs and managing shrinkages of the floor. Assisting team members in identifying trends and establishing teams goals. Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation. Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the teams efficiency. Qualifications and Requirements: A bachelor's degree in a field (such as communications, psychology, sociology, or a similar field) that is applicable. Fluent in English. At least C1 level. Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely. Proficiency in CS (email & chat support). Familiarity with performance metrics for CS processes Strong team management and leadership abilities. Excellent interpersonal and communication abilities. Proficiency with software and tools for CS work is a plus. Problem-solving and analytical thinking skills. Ability to manage delicate material and perform under pressure. Knowledge of the moral and legal issues involved in CS work . Decisiveness and attention to detail

Responsibilities

Lead and supervise a group of Customer Support Agents to ensure quality KPIs and client requirements are met. Manage day-to-day operations, handle escalations, and analyze data to improve process efficiency.