Website:
starzen.in
Job details:
About the Company: StarZen, is the Global Capability Center (GCC) where people, process and performance come together to help organizations and individuals to thrive in a rapidly evolving world. We deliver innovative technology and talent solutions that empower our partners to grow with confidence and adaptability. Guided by our values, we put customers first combining curiosity, teamwork, and accountability to deliver excellence in every interaction. We believe in the power of trust and collaboration, where diverse minds come together to solve challenges and create lasting impact. Our culture encourages learning, ownership, and continuous growth, ensuring that every achievement builds a smarter future. At our core, we are driven by purpose, inspired by people, and committed to excellence.
About the Role: Lead, coach, and motivate the chat support team to achieve performance KPIs including CSAT, SLA, AHT, and quality scores.
Responsibilities:
- Oversee day-to-day chat operations to ensure timely, accurate, and customer-centric responses.
- Monitor individual and team performance, conduct regular feedback sessions, and implement development plans.
- Review chat interactions and ensure adherence to quality, compliance, and process guidelines.
- Handle escalated customer queries and ensure prompt, effective resolution.
- Analyse operational data to identify performance gaps, trends, and opportunities for process improvement.
- Collaborate with Training, Quality, Product, and Operations teams to address issues and enhance service delivery.
- Prepare and share timely reports on team performance, productivity, and service outcomes with management.
- Lead, manage, and support a team of customer service agents to ensure daily service levels and quality standards are met.
- Monitor team performance using key metrics such as AHT, FCR, CSAT, SLA adherence, and schedule compliance.
- Provide coaching, feedback, and performance development through regular 1:1s, quality audits, and team huddles.
- Handle real-time escalations and ensure timely resolution of customer issues with a customer-first mindset.
- Track and report on team metrics, identifying areas for improvement and taking corrective actions.
- Drive team engagement, motivation, and collaboration through recognition, support, and a positive work environment.
- Collaborate with Quality, Training, and Workforce Management teams to ensure team readiness and alignment with business goals.
- Maintain compliance with internal policies, processes, and industry regulations.
Qualifications:
- Educational Background: Bachelor’s degree.
- Work Experience: 3-5 years of experience in a customer service/contact center environment, with at least 1 year in a team lead or supervisory role.
Perks & Benefits:
- 5-Day Work Week – Enjoy a balanced schedule with your weekends to recharge
- Comprehensive Medical Insurance – Your health and well-being are our priority
- Travel Allowance – Supporting your commute and travel needs seamlessly
Required Skills:
- Strong interpersonal and leadership skills with the ability to manage and motivate a diverse team.
- Excellent communication skills, both verbal and written.
- Ability to analyse performance data and translate insights into action.
- Exposure to multi-channel or omnichannel support environments.
- Experience handling escalations and working cross-functionally.
- Agent Productivity and Engagement.
- Reduction in Escalations and Error Rates.
Preferred Skills:
- Strong proficiency in chat support platforms, CRM tools, ticketing systems, and knowledge base tools.
- Good understanding of contact center KPIs (AHT, CSAT, SLA, QA scores, etc.).
- Ability to analyse performance data and generate actionable insights.
- Familiarity with workforce management concepts like scheduling and capacity planning.
- Proficient in MS Excel, Google Sheets, and dashboard/reporting tools.
- Knowledge of industry best practices in customer support and digital service operations.
Click on Apply to know more.