Technical Team Lead

Role & responsibilities

• Manage a team of chat process agents, ensuring daily targets and quality metrics are met.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle customer escalations and ensure prompt and effective resolution.
• Drive operational excellence by improving processes and optimizing chat handling time and customer satisfaction.
• Conduct team huddles, training sessions, and daily briefings.
• Collaborate with QA, Training, and Workforce Management teams to align goals.
• Track and report team performance data to management regularly.
• Foster a positive and energetic team environment focused on growth and development

Preferred candidate profile

• Minimum 5 years of Technical BPO experience, with at least 1 year in a team-leading capacity
• Experience in handling international chat processes.
• Proficient in MS Office tools, especially Excel and PowerPoint.
• Ability to work under pressure and manage multiple tasks efficiently.
• Experience in handling inbound/outbound sales or customer service process.
• Knowledge of CRM tools, call monitoring systems, and dialers.
• Exposure to quality frameworks like COPC, Six Sigma, etc