r3 Consultant
Website:
r3consultant.com
Job details:
Job Description: Team Leader – Email and Chat Process
Designation: Team Leader
Experience Required: 1.5 to 2 years as a Team Leader
Work Mode: Remote
Location: PAN India
Working Days: 6 days per week, rotational shifts, rotational week offs
Role Overview:
The Team Leader will oversee day-to-day operations for an email/chat support process, ensuring smooth workflow, team productivity, and high-quality service delivery. The role requires strong communication skills, the ability to manage large volumes, and prior experience handling mid-sized teams.
Key Responsibilities:
- Lead and manage a team handling email and chat-based customer support.
- Monitor daily performance metrics and ensure SLA adherence.
- Handle large volumes of customer interactions with accuracy and efficiency.
- Provide regular feedback, coaching, and performance reviews for team members.
- Ensure process compliance and maintain quality standards across all interactions.
- Coordinate with cross-functional teams to resolve escalations and process issues.
- Prepare and share reports with management on team performance and improvement plans.
Candidate Requirements:
- Must currently be working in an email and chat process.
- BPO experience is mandatory.
- Candidates from calling or sales processes are not eligible.
- Must have handled a team size of at least 25 or more.
- Strong written and verbal communication skills.
- Ability to work in rotational shifts.
Contract Duration:
- Contract will be renewed every 3 months.
Click on Apply to know more.