01Overview
### Key Responsibilities
* Lead and manage a team of *15+ Chat Support Executives*.
* Drive team performance through coaching, feedback, performance reviews, and development plans.
* Manage day-to-day chat support operations and ensure *SLA, KPI, productivity, quality, and CSAT* targets.
* Act as the primary point of contact for clients, stakeholders, and business leadership.
* Conduct governance meetings and present operational metrics, performance trends, and action plans.
* Manage workforce planning, resource allocation, capacity planning, and operational requirements.
* Identify operational risks and implement corrective and preventive actions.
* Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
* Collaborate with Quality, Training, HR, and other cross-functional teams.
* Prepare and present *MIS reports, dashboards, operational reviews, and business performance reports*.
* Ensure compliance with organizational policies, quality standards, and applicable regulatory requirements.
* Analyze customer trends and operational data to identify improvement opportunities.
### Mandatory Skills
*8+ Years Experience | 2+ Years Lead Experience | Team Handling 15+ | Chat Support Operations | BPO/Customer Service | Healthcare/Insurance/Medical Domain | Client & Stakeholder Management | SLA/KPI Management | Workforce Management | Performance & Quality Management | MIS/Reporting | Continuous Improvement*
### Key Requirements
* Minimum *8+ years* of overall relevant experience.
* Minimum *2 years of Lead/Team Lead experience clearly mentioned on the resume*.
* Must have experience *leading a team of minimum 15 Chat Support Executives*.
* Strong experience in *chat/customer support operations*.
* Experience in *Healthcare, Medical Services, Insurance, or BPO* is preferred.
* Strong client-facing and stakeholder management skills.
* Good understanding of SLA, KPI, quality, productivity, and CSAT metrics.
* Strong communication, analytical, problem-solving, and people-management skills. .
