As a Team Leader, your primary focus would be on optimizing team performance, ensuring high-quality customer interactions, and driving continuous improvement in email/chat process operations to deliver exceptional service to clients and customers.

• Education and Skills:-
• Graduate in any relevant field.
• Candidate should have 1-2 years of blended (Voice, E-Mail, and Chat) process knowledge and need to have E-Commerce process experience in BPO.
• Knowledge of MS Office tools.
• Excellent communication and presentation skills (English & Hindi fluency)
• Strong interpersonal skills with the ability to connect with employees at all levels.
• Job Description: Role & responsibilities -
• Overseeing a team of customer support officers, providing guidance, direction, and support to ensure efficient handling of customer inquiries and issues via available platforms.
• Monitoring team performance metrics such as response time, resolution time, customer satisfaction scores, and quality of responses to ensure adherence to service level agreements (SLAs) and KPIs.
• Building and maintaining positive relationships with clients, stakeholders, and internal teams to ensure alignment of goals, expectations, and service delivery standards for the email/chat process.
• Developing and implementing strategies to streamline email/chat processes, improve productivity, and enhance overall efficiency while maintaining high-quality customer interactions.
• Generating regular reports and analysis on email/chat performance metrics, trends, and improvement opportunities to identify areas for enhancement and make data-driven decisions.
• Ensuring compliance with company policies, data protection regulations, and industry standards in aspects of the email/chat process, data security, privacy, and confidentiality.