Team leader @ BPO Convergence

Job Description

Job Title: Team Leader - Chat Operations

Location: BPO Convergence
                E-2, Block E,
                Sector 1, Noida,
                Uttar Pradesh
                201301
                Landmark- near metro sector-15

Shift: Rotational

Working Days: 6 days a week

Salary Range: 18,000 to 27,000 INR CTC per month

Responsibilities:

1. Team Leadership:

   • Lead and supervise a team of chat representatives in daily operations.
   • Provide guidance, support, and mentorship to team members.

2. Performance Management:

   • Monitor and manage team performance, ensuring adherence to quality and productivity standards.
   • Conduct regular performance assessments and provide constructive feedback.

3. Shift Management:

   • Efficiently manage the rotational shift schedule for the chat team.
   • Ensure adequate coverage during peak hours and special circumstances.

4. Training and Development:

   • Collaborate with Team Leaders to design and conduct training sessions for chat representatives.
   • Identify training needs and contribute to the ongoing development of the team's skills.

5. Quality Assurance:

   • Work closely with Quality Analysts to ensure high-quality standards in chat interactions.
   • Address and resolve escalated customer issues.

6. Reporting:

   • Generate reports on team performance, shift activities, and key metrics.
   • Analyze data to identify trends and areas for improvement.

7. Communication:

   • Serve as a point of contact between the team and management.
   • Facilitate effective communication within the team and with other departments.

Qualifications:

1. Education: Bachelor's degree or equivalent work experience.

2. Experience:

   • Previous experience in a leadership role within a chat or customer service environment.
   • Strong understanding of chat operations and customer service.

3. Skills:

   • Excellent communication and interpersonal skills.
   • Ability to lead and motivate a diverse team.
   • Proficient in using chat communication platforms and relevant technologies.

4. Shift Requirements:

   • The role requires flexibility to work in a rotational shift environment.

Contact - hidden_mobile Harsh Raj

Employement Category:

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Keyskills:   shift management technical proficiency quality assurance time management team management adaptability communication leadership customer service knowledge problem-solving