Team Leader – Chat Operations

Job Description

Teleperformance India is hiring a Team Leader – Chat Operations to lead a team of customer service associates delivering support through digital channels. The role focuses on improving team performance, ensuring quality service, and achieving operational KPIs. The Team Leader will provide coaching, conduct performance reviews, and foster a collaborative work environment. Strong leadership, analytical, and communication skills are essential.

Key Responsibilities:

Supervise daily chat support operations and team performance.
Monitor productivity, quality, and customer satisfaction metrics.
Conduct regular coaching sessions and performance feedback.
Handle escalated customer concerns and support issue resolution.
Prepare team schedules and manage attendance effectively.
Ensure adherence to client processes and compliance standards.
Analyze operational reports and recommend performance improvements.
Train and onboard new team members.
Coordinate with quality, training, and workforce management teams.
Promote employee engagement and continuous learning.