Process Manager ( Chat support )


ADDRESS :- L-12B, -1 floor, Thejaswini, Phase-1, Technopark


Closing on: 


Contact email

Brief description 

Process Manager (Email Chat Process)

KRA's: Attrition, Shrinkage, Team Handling,Escalation,
People Management,
Sal: UPTO 2.25 lpa
Min. 1 year exp. required as a Team Leader on paper

Excellent Comm skills required
Min. 1 year exp. req. as team lead or AM Ops
Must have good exposure into Chat process support and management

Roles and Responsibilities

·       Should be Flexible with shift rotation and working on weekend

·       Deal with wide range of queries related to Technical, Sales &Service

·       Identify and recommend operational and technological tools to improve efficiency

·       Establish and maintain effective work procedures

·       Review and ensure processes are in compliance with internal policies and external regulations.

·       Respond to escalated issues regarding performance and quality

Skill-set & Experience

·       High level of written English

·       Applicants need to be proficient at typing, with an above average words per minute typing speed(30 WPM / 90% accuracy)

·       Ability to create, communicate and manage SLA metrics that support operational targets

·       Strong analytical skills and desire to research problems to seek resolution

·       Exceptional verbal and written communication skills

·       Exceptional customer service abilities to handle difficult customers

·       Work effectively in a team environment

·       Strong time management and organizational skills