Team Leader

Job Description Company Description ConfirmTkt, India's leading authorised B2C online train ticketing and travel utility platform available on Android and iOS. It helps users secure confirmed tickets by predicting confirmation chances for waitlisted tickets and tracking real-time train status, coach positions, platform numbers, and seat availability. Powered by machine learning and seat allotment patterns, ConfirmTkt offers alternative travel recommendations when direct trains are unavailable. Users can also enjoy free cancellation with a full refund and faster refunds via the ConfirmTkt wallet. ConfirmTkt enables direct train ticket bookings without redirection to IRCTC, providing a seamless and hassle-free experience.ConfirmTkt is owned and operated by ixigo (Le Travenues Technology Limited), India's leading OTA for the Next Billion Users. With over 54 crore Annual Active Users in FY25, ixigo offers AI-powered train, flight, bus, and hotel bookings through its platforms - ixigo, ConfirmTkt, and AbhiBus. Job Description The Team Leader Voice and Chat Support will be responsible for managing a team of customer support representatives handling voice and chat processes. The role involves ensuring excellent customer service, meeting performance targets, and maintaining high levels of team engagement and operational efficiency. The ideal candidate should have strong leadership, communication, and multitasking skills with experience in managing both voice and chat operations. Key Responsibilities: Team Management: Supervise and manage a team of voice and chat support agents, ensuring consistent performance and productivity. Monitor attendance, adherence to schedules, and compliance with company policies. Conduct regular one-on-one meetings to provide feedback, coaching, and support for skill improvement. Operational Excellence: Ensure the team meets or exceeds SLAs, KPIs, and quality standards in both voice and chat processes. Track and monitor real-time performance metrics, including response time, resolution time, and customer satisfaction scores. Identify and address process gaps, and collaborate with stakeholders to implement improvements. Customer Experience: Monitor customer interactions to ensure high-quality responses and positive customer experiences. Handle escalated issues promptly and professionally to ensure customer satisfaction. Conduct regular quality audits to maintain high standards across the team. Training and Development: Train new team members on voice and chat protocols, tools, and company policies.Organise skill enhancement and knowledge-sharing sessions for team development. Identify training needs and recommend appropriate upskilling programs. Reporting and Analytics: Prepare daily, weekly, and monthly performance reports for the team and share them with management.Analyse data to identify trends, track progress, and propose actionable strategies for improvement. Collaboration and Communication: Act as the primary point of contact between the team and higher management. Ensure smooth communication of company updates, policies, and process changes to the team. Collaborate with cross-functional teams to resolve operational challenges. Qualifications Education: Graduate in any discipline (preferred). Experience: Minimum 35 years of experience in customer support, with at least 12 years in a supervisory or leadership role.Proven experience in managing voice and chat processes. Technical Skills: - Familiarity with CRM tools, ticketing systems, and chat platforms. - Proficiency in MS Office (Excel, PowerPoint, etc.). - Soft Skills: - Strong leadership, coaching, and mentoring skills. - Excellent verbal and written communication abilities. - Multitasking and time management skills. - Ability to handle escalations and work under pressure.