Account Manager / Operations Lead – Chat Support

### Key Responsibilities

* Lead and manage a team of *15+ Chat Support Executives*.

* Drive team performance through coaching, feedback, performance reviews, and development plans.

* Manage day-to-day chat support operations and ensure *SLA, KPI, productivity, quality, and CSAT* targets.

* Act as the primary point of contact for clients, stakeholders, and business leadership.

* Conduct governance meetings and present operational metrics, performance trends, and action plans.

* Manage workforce planning, resource allocation, capacity planning, and operational requirements.

* Identify operational risks and implement corrective and preventive actions.

* Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

* Collaborate with Quality, Training, HR, and other cross-functional teams.

* Prepare and present *MIS reports, dashboards, operational reviews, and business performance reports*.

* Ensure compliance with organizational policies, quality standards, and applicable regulatory requirements.

* Analyze customer trends and operational data to identify improvement opportunities.

### Mandatory Skills

*8+ Years Experience | 2+ Years Lead Experience | Team Handling 15+ | Chat Support Operations | BPO/Customer Service | Healthcare/Insurance/Medical Domain | Client & Stakeholder Management | SLA/KPI Management | Workforce Management | Performance & Quality Management | MIS/Reporting | Continuous Improvement*

### Key Requirements

* Minimum *8+ years* of overall relevant experience.

* Minimum *2 years of Lead/Team Lead experience clearly mentioned on the resume*.

* Must have experience *leading a team of minimum 15 Chat Support Executives*.

* Strong experience in *chat/customer support operations*.

* Experience in *Healthcare, Medical Services, Insurance, or BPO* is preferred.

* Strong client-facing and stakeholder management skills.

* Good understanding of SLA, KPI, quality, productivity, and CSAT metrics.

* Strong communication, analytical, problem-solving, and people-management skills.