Operations Team Lead

Were Hiring! | Operations Team Lead International Chat Process

• Location: Gurgaon
• Process: International Technical Support / Customer Service (Chat)

What Youll Do:

• Lead, coach, and inspire a high-performing team of chat support associates
• Manage day-to-day operations ensuring SLA, Quality, CSAT, and Productivity targets are met
• Handle real-time operations, escalations, and performance gaps
• Conduct team huddles, coaching sessions, and regular feedback reviews
• Drive continuous improvement, team engagement, and retention
• Collaborate with Quality, Training, WFM, and Support teams

What Were Looking For:

• 13 years of experience as a Team Lead in an International BPO
• Hands-on experience in Chat Process (Technical / Customer Service preferred)
• Strong people management and communication skills
• Data-driven mindset with good knowledge of KPIs & SLAs
• Comfortable with 24/7 rotational shifts