Team Lead - Customer Support(Chat Support)

Unity Small Finance Bank

6 - 10 years

9 - 14 Lacs

mumbai

Posted:2 months ago| Platform:

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Skills Required

chat process team coaching team handling kpi sla chat support shrinkage csat attrition floor management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Manage a team of customer support agents through chat process, ensuring timely resolution of customer queries and issues.
Monitor and analyze key performance indicators (KPIs) such as CSAT, SLA, attrition, shrinkage, and floor management to optimize team performance.
Provide coaching and training to team members to improve their skills and knowledge in chat support processes.
Ensure compliance with company policies, procedures, and regulatory requirements related to customer service.
Collaborate with other teams to resolve complex customer issues that require escalation.

Desired Candidate Profile

6-10 years of experience in Banking/BPO industry with expertise in Chat Process & Team Handling.
Strong understanding of KPIs like CSAT, SLA, Attrition, Shrinkage etc. .
Excellent communication skills for effective floor management and team coaching.
Experience in Data analytics, working with mid data volumes
Ability to multi-task, prioritize, manage time effectively and think outside the box
Willing to work Nights and Weekends on a rotating shift basis

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