Team leader Chat Process
KolkataFull-timeSenior levelPosted 1 week ago
Senior customer support role at Gear in Kolkata. Needs a degree.
About the role
You are in charge of leading and supervising a group of Customer Support Agents (CSA). Guarantee that non-quality KPIs meet the clients requirements and escalate abnormal issues as they arise. TL shall support the Senior TL in managing the agents in day-to-day operations and provide answers to both internal and external questions when needed.
What you'll do
- Manage, inspire, and mentor a group of Customer Support Agents (CSA)
- Hold regular team meetings, evaluate performance, and offer helpful criticism
- Manage escalations and challenging situations while advising and supporting CSAs
- Make sure that all CSA tasks are completed smoothly and effectively
- Keep up with periodic updates and make sure the team follows them
What you need
- Chat support
- Customer service
- Escalation handling
- Communication