Associate Process Manager-chat

14 hours ago

Navi Mumbai, Maharashtra, India eClerx Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About the Role

We are looking for a skilled Team Lead to manage and drive performance for our US Chat Support Process. The ideal candidate should have experience in handling chat operations, leading teams, and ensuring SLA/KPI adherence.

Key Responsibilities

Manage chat support team operations

Drive SLA & KPI performance (AHT, CSAT, Response Time)

Handle escalations and provide real-time support

Conduct huddles, feedback, and performance reviews

Motivate & mentor the team for continuous improvement

Requirements

4 years BPO experience with 1 year as Team Lead (Chat process preferred)

Excellent written communication (grammar, typing speed)

Strong analytical & problem-solving skills

Willing to work in US Night Shifts and rotational week offs

Interested candidates can send resumes to: []

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