Job Description
We’re Hiring! | Operations Team Lead – International Chat Process
Location: Gurgaon
Process: International Technical Support / Customer Service (Chat)
What You’ll Do:
Lead, coach, and inspire a high-performing team of chat support associates
Manage day-to-day operations ensuring SLA, Quality, CSAT, and Productivity targets are met
Handle real-time operations, escalations, and performance gaps
Conduct team huddles, coaching sessions, and regular feedback reviews
Drive continuous improvement, team engagement, and retention
Collaborate with Quality, Training, WFM, and Support teams
What We’re Looking For:
1–3 years of experience as a Team Lead in an International BPO
Hands-on experience in Chat Process (Technical / Customer Service preferred)
Strong people management and communication skills
Data-driven mindset with good knowledge of KPIs & SLAs
Comfortable with 24/7 rotational shifts
Location: Gurgaon
Process: International Technical Support / Customer Service (Chat)
What You’ll Do:
Lead, coach, and inspire a high-performing team of chat support associates
Manage day-to-day operations ensuring SLA, Quality, CSAT, and Productivity targets are met
Handle real-time operations, escalations, and performance gaps
Conduct team huddles, coaching sessions, and regular feedback reviews
Drive continuous improvement, team engagement, and retention
Collaborate with Quality, Training, WFM, and Support teams
What We’re Looking For:
1–3 years of experience as a Team Lead in an International BPO
Hands-on experience in Chat Process (Technical / Customer Service preferred)
Strong people management and communication skills
Data-driven mindset with good knowledge of KPIs & SLAs
Comfortable with 24/7 rotational shifts
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