Team Leader – Email Support (BPO)

Job Description: Team Leader Email/Chat Process (BPO)

Position: Team Leader

Experience Required: 1.5 to 2 years as a Team Leader

Work Mode: Remote

Location: PAN India

Working Days: 6 days per week

Shifts: Rotational shifts between 7:00 AM to 1:00 PM

Industry: BPO

Role Overview:

The Team Leader will oversee day-to-day operations for an email/chat support process, ensuring smooth workflow, team productivity, and high-quality service delivery. The role requires strong communication skills, the ability to manage large volumes, and prior experience handling mid-sized teams.

Key Responsibilities:

• Lead and manage a team handling email and chat-based customer support.
• Monitor daily performance metrics and ensure SLA adherence.
• Handle large volumes of customer interactions with accuracy and efficiency.
• Provide regular feedback, coaching, and performance reviews for team members.
• Ensure process compliance and maintain quality standards across all interactions.
• Coordinate with cross-functional teams to resolve escalations and process issues.
• Prepare and share reports with management on team performance and improvement plans.

Candidate Requirements:

• Must currently be working in an email/chat process.
• BPO experience is mandatory.
• Candidates from calling or sales processes are not eligible.
• Must have handled a team size of at least 15 or more.
• Strong written and verbal communication skills.
• Ability to work in rotational shifts.

Contract Duration:

• Contract will be renewed every 3 months.