Team Leader - BPO Chat Process

Job Description – Team Leader

Live Chat Support – Technical Support | Telecom Process

Position

Team Leader – Technical Support

Process

Live Chat Support – Telecom

Experience

3–4 Years in BPO/Telecom/Technical Support

Employment Type

Full-Time

Job Summary

We are looking for an experienced Team Leader to manage a team of Technical Support Executives handling live chat support for a telecom process. The candidate will be responsible for team performance, customer experience, quality, productivity, escalations, and process adherence.

Key Roles & Responsibilities

Lead and manage a team of Technical Support Executives handling live chat interactions.

Monitor daily productivity, AHT, CSAT, FCR, QA scores, and other process KPIs.

Provide real-time support and guidance to executives for technical and customer-related issues.

Handle customer escalations and ensure timely and effective resolution.

Conduct regular performance reviews, coaching, feedback, and action plans.

Monitor chat quality, communication, troubleshooting accuracy, and adherence to process guidelines.

Identify performance gaps and provide coaching and corrective actions.

Coordinate with QA, Training, Operations, and client teams for process improvements.

Ensure adherence to SOPs, telecom processes, security guidelines, and company policies.

Prepare and maintain daily/weekly performance reports and MIS.

Manage team attendance, schedule adherence, shrinkage, and leave planning.

Conduct team huddles and communicate process updates, policy changes, and client requirements.

Support new hires during nesting and ensure smooth transition to production.

Drive team engagement, discipline, accountability, and overall performance.

Required Skills & Qualifications

3–4 years of BPO experience, preferably in telecom or technical support.

Prior experience as a Team Leader / Senior Executive / SME in a chat or technical support process.

Strong understanding of live chat support and technical troubleshooting.

Good knowledge of BPO KPIs, QA metrics, AHT, CSAT, FCR, productivity, and SLA.

Excellent written and verbal communication skills.

Strong problem-solving, escalation handling, and decision-making abilities.

Good knowledge of MS Excel, reporting, and basic MIS.

Ability to manage targets, motivate teams, and work in a 24/7 rotational environment.

Location

Perungudi, Chennai

Contact

9345115670 ( Share me your updated cv to this number )

Pay

₹30,000.00 - ₹40,000.00 per month

Benefits

Paid sick time

Paid time off

Provident Fund

Work Location

In person