Team Leader-Operations || Ecommerce Process || Pune

2 - 5 years

3 - 5 Lacs

Posted:9 hours ago| Platform: Naukri logo

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Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

About the Role:

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

8630322833

Share resume at nidhi.rastogi@igtsolutions.com

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IGT Solutions

Information Technology and Services

New Delhi

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