Team Lead
TP Systems · Chennai · onsite · Posted 43d ago
Not disclosedFresherfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Team Management & Leadership
- Lead, mentor, and motivate a team of Chat Support Executives to achieve performance targets.
- Conduct regular team huddles, coaching sessions, and performance reviews.
- Monitor attendance, productivity, and adherence to schedules.
- Identify training needs and facilitate skill development programs.
Operations Management
- Ensure smooth day-to-day operations of the chat support process.
- Manage workflow allocation and resource planning to achieve service levels.
- Track key operational metrics and drive performance improvements.
- Handle escalated customer concerns and provide prompt resolutions.
Performance & Quality Management
- Monitor team KPIs including CSAT, Quality Scores, Productivity, AHT, FCR, and SLA adherence.
- Conduct quality audits and provide actionable feedback.
- Develop and implement action plans to improve team performance.
- Prepare daily, weekly, and monthly operational reports.
Customer Experience
- Ensure consistent delivery of exceptional customer service.
- Drive customer satisfaction initiatives and process improvements.
- Act as a point of contact for resolving complex customer issues.
- Promote a customer-centric culture within the team.
Stakeholder Management
- Collaborate with internal departments to address operational challenges.
- Participate in client reviews and business discussions when required.
- Support implementation of process enhancements and new initiatives.
Sourced from foundit
Skills
Customer ExperiencePerformance Quality Managementperformance improvementquality auditsResource planningteam managementStakeholder ManagementOperations Management