Tl - Uk Chat Support

5 days ago

Chandrasekharpur Bhubaneswar Orissa, India Kalinga IT Enabled Services Full time

**Job Summary**:
**Key Responsibilities**:
**Team Leadership & Management**:

- Supervise a team of chat support agents handling customer queries for the UK region
- Drive performance through regular coaching, feedback, and one-on-one sessions
- Monitor real-time queues and ensure proper resource allocation to meet SLAs
- Conduct daily team huddles, weekly reviews, and monthly performance appraisals
- Ensure team adherence to shift schedules, break timings, and attendance policies

**Performance & Quality**:

- Track team KPIs (e.g., First Response Time, Resolution Time, CSAT, Quality Scores)
- Identify performance gaps and implement corrective action plans
- Conduct regular audits of chat transcripts for quality assurance and compliance
- Collaborate with QA and Training teams to enhance skill development

**Customer Experience**:

- Resolve escalated customer issues in a professional and timely manner
- Ensure high levels of customer satisfaction and engagement
- Recommend process improvements to enhance customer experience
- Analyze chat trends and feedback to identify recurring issues and root causes

**Reporting & Communication**:

- Prepare and present daily/weekly/monthly reports on team performance
- Maintain clear and effective communication with internal departments
- Ensure all process updates are communicated and implemented within the team
- Act as the point of contact for internal stakeholders and client communications (if applicable)

**Required Skills & Qualifications**:

- Excellent written and verbal communication in English (UK preferred)
- Strong understanding of chat-based support tools (e.g., Zendesk, Intercom, Freshchat, LivePerson)
- Ability to lead, motivate, and manage teams in a fast-paced environment
- Good analytical and decision-making skills
- Strong organizational and time-management abilities
- Familiarity with customer service metrics and reporting tools (Excel, Google Sheets, dashboards, etc.)

**Education & Experience**:

- Bachelor’s degree in any discipline (preferred)
- Prior experience in a UK-based support process is a must
- Certifications in customer service or team management are a plus

**Work Environment & Benefits**:

- UK business hours with potential rotational offs
- Health insurance, paid leaves, and performance-based incentives
- Opportunity for growth into Operations or Training/QA roles

**Job Types**: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

**Benefits**:

- Provident Fund

Work Location: In person

Expected Start Date: 20/08/2025

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