Experience
2 - 7 yrs
Salary (CTC)
₹4L - ₹5L
Job Location
Gurugram, India
Vacancy
1
Designation
Team Lead
Job Type
Not specified
Job Description
Hiring: Team Leader- Customer service Chat Process |
Globiva, Gurgaon
We are looking for an experienced Team Leader for Customer service process
Location: Gurgaon
Working Days: 6 Days a Week
Process Type: Inbound Customer Service Live chat
Key Roles and Responsibilities
- Performance Monitoring: Track KPIs like Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, chat concurrency, and Service Level Agreements
- Chat Quality & Escalations: Audit random transcripts for tone, grammar, and accuracy. Intervene to handle complex or irate customer escalations.
- Team Coaching & Training: Provide regular feedback, host huddles, and design training sessions for upskilling and product knowledge updates.
- Roster & Shrinkage Management: Manage shift scheduling, breaks, and leaves to ensure adequate chat queue coverage throughout the day.
- Reporting: Create and share daily, weekly, and monthly MIS reports with upper management regarding team output and process health
- Immediate Joiners Required
- Max Budget 40k CTC 35k In hand
- Please share your cv at 7859975043 ( Dheeraj )
No Referrers Available
There are currently no referrers available for this job. You can still apply, will let you know once there is any referrer available.