Job Opportunities in India

Position Overview
As a Team Leader or Shift Supervisor in the Customer Care Chat Support BPO, you will
play a critical role in managing and leading a team of chat agents. Your primary
responsibility is to ensure smooth operations, maintain quality standards, and enhance
customer satisfaction.
Roles and Responsibilities
As a Team Leader / Shift Supervisor, your key responsibilities will include:
1. Team Management:
Supervise and manage a team of chat agents, including their performance, productivity,
and adherence to company policies and procedures.
Monitor daily activities, handle escalations, and address any performance gaps
promptly.
2. Quality Assurance:
Maintain and evaluate individual and team performance metrics, such as response time,
resolution rate, and customer satisfaction.
Conduct regular quality audits to identify improvement areas and provide feedback to
agents.
3. Coaching and Training:
Provide ongoing coaching and training to team members to enhance their skills,
product knowledge, and customer service capabilities.
Ensure new hires receive proper training and are well-prepared for their roles.
4. Issue Resolution:
Handle escalated customer queries, complex issues, or challenging situations.
Collaborate with other teams or departments to resolve customer concerns effectively.
5. Shift Management:
Oversee shift schedules, breaks, and staffing requirements.
Ensure seamless transitions between shifts and maintain optimal coverage.
6. Reporting and Communication:
Prepare performance reports, analyze trends, and share insights with management.
Communicate effectively with other team leads, managers, and cross-functional teams.
Qualifications
To excel in this role, candidates should possess the following qualifications:
1. Experience:
Min 6 mth experience as Shift incharge or 1 year experience as Team Lead.
Previous experience in a leadership or supervisory role is preferred.
2. Leadership Skills:
Ability to lead, motivate, and inspire a team.
Set clear expectations, provide guidance, and drive performance.
3. Communication:
Excellent spoken and written communication skills for chat-based or on call interactions.
Ability to communicate effectively with team members and other stakeholders.
4. Problem-Solving:
Strong analytical abilities to address customer issues and operational challenges.
5. Adaptability:
Flexibility to handle changing priorities and dynamic work environments.
pls send your resume at hr@rrmgt.in or call on 9081819473
Job Type: Full-time
Pay: From ₹100,000.00 per year
Schedule:

• Evening shift
• Night shift

Work Location: In person