Tl - Uk Chat Support

3 hours 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

  • QA- Uk Chat Support

    3 hours ago

    Chandrasekharpur, Bhubaneswar, Orissa, India Kalinga IT Enabled Services Full time

    **Job Summary**: We are looking for a detail-oriented and analytical **Quality Analyst (QA)** to support our **UK Chat Support team**. The QA will be responsible for monitoring, assessing, and improving the quality of customer interactions via live chat. You will work closely with Team Leads, Trainers, and Agents to ensure that service delivery is in line...

  • Uk Chat Support Executive

    3 hours ago

    Chandrasekharpur, Bhubaneswar, Orissa, India Kalinga IT Enabled Services Full time

    **Key Responsibilities**: - Provide real-time customer support via live chat for UK-based clients. - Handle customer inquiries related to orders, returns, billing, product information, and general support. - Maintain a high level of professionalism and empathy during all customer interactions. - Follow standard operating procedures (SOPs) and resolve...

  • Technology Ops Support Practitioner

    1 week ago

    Bhubaneswar, Orissa, India Advent global solutions PVT.LTD Full time

    **Project Role**: Technology OpS Support Practitioner **Must have skills**: Network Infrastructures **Good to have skills**: NA Minimum **5** year(s) of experience is required **Educational Qualification**: 15 years full time education Summary: Roles & Responsibilities: - Expected to be an SME - Collaborate and manage the team to perform - Responsible for...

  • International Chat Support

    7 days ago

    Bhubaneswar, Jaipur, Kolkata, India Outpace Consulting Services Full time ₹ 3,00,000 - ₹ 6,00,000 per year

    HiWe are looking forward to hire Customer/Technical Support Associates for Teleperformance Jaipur.Key Highlights : Minimum 1 yr Exp in Customer Support / Technical Support is EligibleSalary Range (CTC) : LPAExcellent Communication Skills RequiredRelocation Bonus 1000014 Days Free Guest HouseWhatsapp Your CV :HR Saifi @ Responsibilities:Customer Support:...

  • International Chat Support

    3 days ago

    Bhubaneswar, Kolkata, Ranchi, India Outpace Consulting Services Full time ₹ 3,00,000 - ₹ 4,50,000 per year

    Hi We are looking forward to hire Customer/Technical Support Associates for Teleperformance Jaipur.Please go through the JD and Apply. We shall call back the relevant profiles.Key Highlights : Freshers/Exp Both Can ApplySalary Range (CTC) : 3-4.5 LPAExcellent Communication Skills RequiredRelocation Bonus 1000014 Days Free Guest HouseResponsibilities:Customer...

  • International BPO Executive

    7 days ago

    Bhubaneswar, Orissa, India Devdort Full time ₹ 3,12,000 - ₹ 4,32,000 per year

    Title: International BPO Executive- Chat Process (Ahmedabad Relocation Role)We're hiring enthusiastic individuals for our Chat Process role through a recruitment drive in Bhubaneswar, Orissa. This is your chance to begin or grow your career in customer support while working from our Ahmedabad office.Key Highlights:Work Location: Ahmedabad, Gujarat (Work From...

  • IT Administrator

    1 week ago

    Patia, Bhubaneswar, Orissa, India Kalinga IT Enabled Services Full time ₹ 3,00,000 - ₹ 3,60,000 per year

    Key ResponsibilitiesInfrastructure & Systems ManagementProvision and maintain desktops/laptops, headsets, and peripherals for chat agents.Setup and configure chat support applications, CRM, ticketing tools, and productivity suites.Ensure stable internet connectivity with redundancy (primary + backup ISP).Manage LAN, Wi-Fi, firewalls, and switches for secure...

  • Customer Support Executive

    2 weeks ago

    Bhubaneswar, India Edusys Services Full time

    Responsibilities: * Manage customer queries via phone, email & chat * Resolve issues promptly & professionally * Collaborate with teams for process improvements * Maintain high NPS scores through exceptional service Health insuranceProvident fundAnnual bonus

  • Customer Service

    2 days ago

    Bhubaneswar, Orissa, India NotInLine Full time ₹ 2,00,000 - ₹ 3,00,000 per year

    *need Only FreshersCore Responsibilities:Responding to Customer QueriesHandle incoming calls, emails, chats, or social media inquiries.Provide accurate information about products/services.Issue ResolutionResolve product or service issues quickly and efficiently.Escalate complex problems to the appropriate department or senior support.Customer Relationship...

  • Network Administrator

    5 days ago

    Bhubaneswar, Orissa, India Impulsions Laser Consulting Pvt. Ltd. Full time

    **Position Description - **System Engineer **Job description** - Installation, Configuration & software / hardware troubleshooting of standard Printers / multi-function printers / Scanner, etc - Basic hardware troubleshooting of laptops, desktops and data cards - Video Conferencing Devices - Installation, Configuration & Troubleshooting - Installation of...