Customer Support Team Lead
Impetus Career Consultants
5 - 10 years
Gurugram
Posted: 31/01/2026
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Job Description
Job Title: Team Lead Chat Process (International)
Location: (Gurugram)
Experience: 58 Years
Industry: BPO / KPO
Process: Chat Support (Non-Voice)
Shift: (Rotational)
Job Summary
We are hiring a Team Lead Chat Process to manage and drive performance for an international non-voice support team. The ideal candidate will have strong experience handling live chat operations , people management, SLA adherence, and performance improvement in a BPO/KPO environment.
Key Responsibilities
- Lead and manage a team of 1525 chat support associates
- Ensure achievement of chat SLAs, AHT, response time, quality, productivity, and CSAT
- Monitor real-time chat queues, concurrency, and staffing
- Conduct regular team huddles, coaching, and performance feedback sessions
- Handle escalations and complex customer issues over chat
- Track attendance, shrinkage, and schedule adherence
- Prepare and analyze daily/weekly MIS, dashboards, and performance reports
- Coordinate with Quality and Training teams for calibrations and refresher training
- Support new hire onboarding and nesting for chat agents
- Drive continuous process improvement and adherence to SOPs
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