Team Leader-Operations || Ecommerce Process || Pune
- IGT Solutions
- 2 - 5 years
- Pune
- 4 months ago
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Job Description
Job Title: Team Leader Ecommerce Chat Experience
Location: Pune
Shift: Rotational (24x7 environment)
About the Role:
We are looking for a dynamic and experienced Team Leader to manage our Ecommerce Chat Experience team. The ideal candidate will lead a team of 15-20 members, ensuring high-quality customer service and operational excellence in a fast-paced, international process environment.
Key Responsibilities:
- Lead, motivate, and manage a team of 15-20 chat support agents to achieve business goals.
- Drive team performance metrics including productivity, quality, shrinkage, and attrition.
- Provide continuous coaching, feedback, and support to team members to enhance skills and performance.
- Analyze processes and recommend improvements to boost efficiency and customer satisfaction (CSAT).
- Identify training needs and address process gaps through targeted interventions.
- Monitor individual and team performance regularly; conduct weekly coaching sessions.
- Manage escalations and provide floor support to resolve complex issues.
- Ensure achievement of individual contributor targets and maintain Average Handling Time (AHT) within defined limits.
- Utilize MS Excel and other basic computer skills for reporting and analysis.
Candidate Profile:
- Proven experience managing and supervising teams in international customer service/chat processes.
- Strong leadership skills with a focus on team engagement and performance management.
- Excellent verbal and written communication skills in English.
- Strong organizational, analytical, and problem-solving abilities.
- Comfortable working in a 24x7 rotational shift environment.
- Proficiency in MS Excel and basic computer applications.
Contact Person-
Nidhi Rastogi
8630322***
Share resume at ni**********i@ig*********s.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Pune
Keyskills: Attrition Management attrition ecommerce Performance Management shrinkage team handling aht csat
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