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Live Chat Team Leader/Manager – for Billing & Technical Queries - UK Telcoms Provider Location: Onsite, Ahmedabad India (UK Hours)
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My Client, a leading Telecoms provider to 40,000 UK small businesses, has a rare opportunity for an experienced individual to build and lead their Live Chat Support team in Ahmedabad, India.
Reporting to the Head of Operations (Ex Amazon leader) who is based in their Cape Town office, the Team Leader will be responsible for starting up and growing a new Live Chat team in India to handle tech support and some billing customer queries. The individual must be able to hire, manage and motivate a high performance chat team providing exceptional support, transitioning smoothly from their current Cape Town Live Chat operations.
Key Responsibilities:
- Master the company Product Knowledge and technical troubleshooting.
- Onboard, coach, lead and motivate a team of Chat Support Agents providing billing and tech support.
- Manage day-to-day performance, attendance, quality and customer satisfaction during UK business hours 9am to 6pm BST.
- Provide guidance and escalation support for complex billing and technical issues.
- Ensure customer queries are handled efficiently and in line with company processes and SLAs.
- Conduct regular 1-to-1's, performance reviews and coaching sessions.
- Identify training and development needs and support Agent progression and growth.
- Work closely with technical, billing and other internal teams to resolve customer issues.
- Monitor team KPIs and implement improvements where required.
- Promote a positive, accountable and customer-focused team culture.
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Key Requirements:
- Must have proven experience leading an International Chat Support team.
- 2–5 years’ experience managing in a fast-paced, Tech Support Customer Service environment.
- Proven experience leading, coaching and developing a team of excellent agents.
- Excellent verbal and written English communication skills.
- Strong motivational, coaching and performance management skills.
- Experience supporting customers with billing and/or technical queries.
- Comfortable working with chat-based support and cutting edge, AI-based solutions like FIN.ai.
- Strong problem-solving, analytical and decision-making abilities.
- Customer-focused, meticulous and results oriented.
- Experience within VoIP, Telecoms or Software would be helpful.
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Hours/Shifts:
- UK business hours: 9am to 6pm BST
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