Job Description
International E-Commerce Chat Team Leader
Position: Team Leader International E-Commerce Chat
Experience: 3 -5 years in BPO, with minimum 3 years of Team Leader experience
Process: International E-Commerce Chat Support
Location: Work From Office
Qualification: Graduate preferred
Key Responsibilities
* Manage and lead a team of Chat Support Executives.
* Monitor and drive key performance metrics including AHT, Quality, Productivity, SLA, and adherence.
* Drive team performance and ensure achievement of process targets.
* Conduct regular coaching, feedback sessions, and performance reviews.
* Handle customer and process escalations and ensure timely resolution.
* Coordinate with internal teams and stakeholders to resolve operational issues and ensure smooth process functioning.
* Ensure effective team coordination, communication, task allocation, and daily operational support.
* Monitor attendance, shrinkage, adherence, and daily productivity.
* Prepare and share daily/weekly performance reports and highlight key trends and action areas.
* Ensure compliance with process, quality, and organizational guidelines.
* Support process improvements and implement action plans to improve overall team performance.
Required Skills
* Excellent written and verbal English communication skills.
* Strong leadership, team coordination, and people-management skills.
* Good analytical, decision-making, and problem-solving abilities.
* Hands-on experience with International Chat / E-Commerce processes.
* Ability to manage escalations and coordinate effectively with cross-functional teams.
* Comfortable working in rotational and night shifts.
Working: 5 Days Working + 2 Rotational Offs
Salary: As per experience and interview performance.
* Excellent written and verbal English communication skills.
* Strong leadership, team coordination, and people-management skills.
* Good analytical, decision-making, and problem-solving abilities.
* Hands-on experience with International Chat / E-Commerce processes.
* Ability to manage escalations and coordinate effectively with cross-functional teams.
* Comfortable working in rotational and night shifts.
Working: 5 Days Working + 2 Rotational Offs
Salary: As per experience and interview performance.
- Location Eligibility: Candidates residing within a 20 km radius can apply
HR -Ramesh pal -7303443025
iSON Xperiences
1302 Opal Squiare IT Park,
C-2, Padwal Nagar, Thane West, Pin-400604
www.isonxperiences.com