. The ideal candidate will have 4-5 years of experience in chat or customer support operations, strong leadership abilities, and a passion for delivering excellent customer service. You will be responsible for managing day-to-day team operations, ensuring performance KPIs are met, optimizing workflows, and driving continuous improvements.
Key Responsibilities:
Manage and lead a team of chat support executives to deliver world-class customer service.
Monitor team performance using KPIs such as AHT, FCR, CSAT, and response time.
Ensure adherence to SLAs and quality standards.
Conduct regular performance reviews, coaching, and training sessions.
Drive process improvements to increase efficiency and customer satisfaction.
Manage escalations and provide prompt resolutions to customer issues.
Collaborate with cross-functional teams including product, QA, and training teams.
Prepare and present performance reports to senior leadership.
Implement strategies for scaling the chat support function during peak periods.
Utilize chat tools and CRM platforms effectively for reporting and process automation.
Job Types: Full-time, Permanent
Pay: ?25,000.00 - ?35,000.00 per month
Benefits:
Food provided
Health insurance
Provident Fund
Schedule: