Team leader

International E-Commerce Chat Team Leader

Position: Team Leader International E-Commerce Chat

Experience: 24 years in BPO, with minimum 15 years of Team Leader experience

Process: International E-Commerce Chat Support

Location: Work From Office

Qualification: Graduate preferred

Key Responsibilities

* Manage and lead a team of Chat Support Executives.

* Monitor and drive key performance metrics including AHT, Quality, Productivity, SLA, and adherence.

* Drive team performance and ensure achievement of process targets.

* Conduct regular coaching, feedback sessions, and performance reviews.

* Handle customer and process escalations and ensure timely resolution.

* Coordinate with internal teams and stakeholders to resolve operational issues and ensure smooth process functioning.

* Ensure effective team coordination, communication, task allocation, and daily operational support.

* Monitor attendance, shrinkage, adherence, and daily productivity.

* Prepare and share daily/weekly performance reports and highlight key trends and action areas.

* Ensure compliance with process, quality, and organizational guidelines.

* Support process improvements and implement action plans to improve overall team performance.

Required Skills

* Excellent written and verbal English communication skills.

* Strong leadership, team coordination, and people-management skills.

* Good analytical, decision-making, and problem-solving abilities.

* Hands-on experience with International Chat / E-Commerce processes.

* Ability to manage escalations and coordinate effectively with cross-functional teams.

* Comfortable working in rotational and night shifts.

Working: 5 Days Working + 2 Rotational Offs

Salary: As per experience and interview performance.

* Excellent written and verbal English communication skills.

* Strong leadership, team coordination, and people-management skills.

* Good analytical, decision-making, and problem-solving abilities.

* Hands-on experience with International Chat / E-Commerce processes.

* Ability to manage escalations and coordinate effectively with cross-functional teams.

* Comfortable working in rotational and night shifts.

Working: 5 Days Working + 2 Rotational Offs

Salary: As per experience and interview performance.

• Location Eligibility: Candidates residing within a 20 km radius can apply

HR -Ramesh pal -[phone removed]

iSON Xperiences

1302 Opal Squiare IT Park,

C-2, Padwal Nagar, Thane West, Pin-400604

www.isonxperiences.com