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Team Lead International Chat Process

1 month ago

Hyderabad, Telangana, India Nexgenhiringexperts Full time
Job Title: Team Lead International Chat Process

Location: Hyderabad DLF CyberCity

Salary: Up to 9 LPA

Job Type: Full-Time 5 days work with 2 rotational off days 24/7 shifts

Transportation: 2-way cab facility provided

Job Summary:

We are seeking an experienced Team Lead with a strong background in customer support for an International Chat Process in the banking sector. The ideal candidate should have over 5 years of experience in a BPO environment with a minimum of 2 years in a Team Lead role. The position involves leading a team ensuring service level agreements are met and maintaining high-quality customer interactions.

Key Responsibilities:
  • Monitor daily quality and productivity metrics of the Customer Care Professionals (CCPs).
  • Implement floor management policies to ensure adherence to service level agreements.
  • Ensure all CCPs scheduled for the day are accounted for and systems are functioning properly.
  • Provide real-time support to CCPs during their shifts addressing technical issues and customer queries.
  • Conduct daily coaching and huddles sessions.
  • Ensure adherence to shift schedules and off-the-phone schedules.
  • Escalate any issues to the Operations Manager.
  • Take calls on high-volume days as needed.
  • Fulfill monitoring and reporting requirements as necessary.
Quality & Compliance Monitoring:
  • Provide timely and accurate updates to CCPs regarding hotline behaviors and compliance.
  • Manage process-related activities within prescribed turnaround times.
  • Attend calibration and alignment meetings with support groups.
  • Ensure adherence to internal and external processes and handle disciplinary actions promptly.
Staff Development & Team Building:
  • Address HR-related concerns and ensure high team morale through bonding activities.
  • Coach CCPs on performance conduct one-on-one feedback sessions and develop Individual Development Plans (IDPs).
  • Cascade process/product updates to CCPs in a timely manner.
  • Analyze call handling trends for coaching and action planning.
Administrative Functions:
  • Generate and manage attendance records.
  • Reflect approved schedule changes and conduct yearly performance appraisals.
  • Investigate violations and recommend disciplinary actions as necessary.
  • Submit required reports including weekly coaching logs, team performance reviews, and performance appraisals.
Safety and Security:
  • Uphold the principles of the Quality Information Security Management System (QISMS).
  • Ensure the confidentiality, integrity, and availability of critical information.
  • Report information security-related incidents promptly and participate in related training.
Competencies:

Basic Competency Level:

  • People Management/Team Orientation
  • Drive for Results/
  • Thriving in Change
  • Analytical Skills
  • Presentation and Facilitation Skills
  • Coaching and Process Improvement
  • Performance Management
  • Discipline Management

Moderate Competency Level:

  • Communication Skills (Verbal & Written)
  • Computing Skills
  • Problem-Solving

Expert Competency Level:

  • Customer Service Orientation
  • Product Knowledge
Qualifications:
  • At least two years of completed college education.
  • Minimum of one year of experience in a BPO/call center environment handling inbound customer service for international credit card/financial service programs.
  • Excellent communication, analytical, and customer service skills.

Physical Demands: May require weekend or evening work.

How to Apply:

If you meet the qualifications and are interested in this position, please send your updated resume to with the following details:

  • Name:
  • Notice Period:
  • Reason for Job Change:
  • Availability for Interview:
  • Current Organization:
  • Current Designation:
  • Current Location:
  • Languages Known:
  • Current Salary:
  • Expected Salary:
  • Experience in Banking Process:
  • Experience in Chat Process:
  • Total Years of Experience:
  • Key Skills Matching Above Experience:
  • Willing to Relocate:

For any inquiries, feel free to contact us at.

Remote Work:

No