Delivery Operations Associate-Voice

Overview

The Team Leader – Business Inbound Messaging Chat leads a team of customer service/chat advisors handling inbound customer interactions through live chat, web messaging, social messaging, and business messaging platforms. The role focuses on customer experience, operational performance, quality standards, and developing team members.

What you'll do

• Lead, motivate, and develop a team of chat advisors to achieve performance targets.
• Conduct regular one-to-one meetings, coaching sessions, and performance reviews.
• Foster a positive, inclusive, and high-performance team culture.
• Support employee engagement, wellbeing, and retention initiatives.
• Monitor real-time performance and service levels across messaging channels.
• Ensure adherence to schedules, productivity targets, and operational standards.
• Manage workflow distribution to optimize customer response times.
• Escalate operational risks and service issues appropriately.
• Coach advisors, monitor service levels, analyze performance metrics, drive continuous improvement initiatives, and ensure compliance with company policies and procedures.
• Act as the first point of escalation for complex customer issues.
• Work closely with Operations Managers and other support functions to achieve business objectives.

What you'll need

• Any Graduation.
• 2–5 years of experience in a customer service, contact center, or digital support environment.
• Minimum 1–2 years of team leadership, supervisory, or senior advisor experience.
• Experience managing customer interactions through chat, messaging, or digital channels.
• Proven track record of achieving service and operational KPIs.
• Experience coaching and developing employees.
• Data analysis and reporting.
• KPI management.
• Root cause analysis.
• Continuous improvement mindset.
• Attention to detail.
• Skill required: Omnichannel - Customer Service.

Details

• Location: Mumbai.