(Active Hiring)434135 Team Lead - Voice_A_Kolkata

About the Role

We are looking for an experienced and performance-driven







Team Lead – International Voice Customer Service







to join our team in Kolkata. The ideal candidate will have strong experience managing international inbound and/or outbound voice customer-service operations, with proven leadership skills and the ability to drive team performance, customer satisfaction, and operational excellence.

The role involves leading a team of customer-service professionals, managing day-to-day operations, handling customer escalations, monitoring performance metrics, and ensuring consistent service delivery. The successful candidate will work closely with Quality, Training, Workforce Management, and Operations teams to achieve business objectives and maintain high customer-service standards.

Key Responsibilities

• Lead and manage an international voice customer-service team to achieve service-level, quality, productivity, and customer-experience targets. 
• Monitor daily operations, staffing, workload distribution, floor performance, and service levels. 
• Conduct daily team huddles, one-on-one coaching sessions, performance reviews, and employee development activities. 
• Monitor agent performance through call observations, quality assessments, dashboards, and operational reports. 
• Provide real-time assistance for complex customer queries, complaints, escalations, retention cases, and billing-related concerns. 
• Take ownership of critical customer escalations and ensure timely and effective resolution. 
• Ensure adherence to approved processes, call scripts, knowledge resources, customer verification, privacy, compliance, and documentation standards. 
• Manage team attendance, schedule adherence, shrinkage, and leave planning in line with business requirements. 
• Analyze performance trends, repeat customer contacts, complaint drivers, escalations, and customer feedback to identify improvement opportunities. 
• Collaborate with Quality, Training, Workforce Management, and Operations teams to address skill gaps, quality concerns, staffing challenges, and service interruptions. 
• Support new-hire onboarding, nesting, refresher training, and continuous team development. 
• Maintain performance trackers, action plans, risk logs, and operational reports. 
• Identify opportunities to improve First Contact Resolution (FCR), customer experience, productivity, and overall service quality. 
• Build and maintain a customer-focused, accountable, collaborative, and high-performance team culture.

Qualifications

• Bachelor's degree in any discipline preferred.
• 3–6 years of experience in International Voice Customer Service, including at least 3 years in a Team Lead, Acting Team Lead, or supervisory role.
• Proven experience managing teams in target-driven inbound and/or outbound international voice processes.
• Strong spoken and written English communication skills, with clear pronunciation, active listening, and professional communication abilities.
• Experience handling complex customer interactions, complaints, critical escalations, retention conversations, and billing-related queries.
• Good understanding of customer-service operations, performance management, and service delivery standards.

Skills

• Strong leadership, team management, coaching, and people-development skills.
• Good understanding of customer-service KPIs, including SLA, AHT, Quality, CSAT, FCR, schedule adherence, shrinkage, absenteeism, and schedule compliance.
• Strong analytical and problem-solving abilities, with the ability to identify root causes and implement corrective actions.
• Excellent customer-handling, conflict-resolution, and escalation-management skills.
• Working knowledge of CRM, telephony, Workforce Management (WFM), quality monitoring, knowledge-management, and reporting tools.
• Understanding of customer verification, data privacy, information security, call recording, mandatory disclosures, complaint handling, and documentation requirements.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.
• Willingness to work rotational shifts, including night/graveyard shifts, weekends, and public holidays.

Preferred Skills

• Experience in Utilities – Electricity & Gas Customer Service.
• Knowledge of billing, meter readings, payments, collections, move-in/move-out processes, customer complaints, vulnerability handling, and customer retention.
• Lean Six Sigma, COPC, coaching, or people-management certification will be an added advantage.
• Experience driving process improvements and enhancing customer satisfaction in international voice operations.

Job Details

• Job Code: 434135
• Role: Team Lead – Voice_A
• Location: Kolkata
• Experience: 3–10 years
• Band: BPO 3/4
• Process: International Inbound / Outbound Voice Customer Service
• Domain: Customer Service Operations
• Shift: Rotational shifts, including night/graveyard shifts, weekends, and public holidays.

Important Information

• Former TCS employees are not eligible to apply.
• PAN and Date of Birth (DOB) are mandatory for profile creation.
• Candidates must be comfortable working in rotational shifts, including night/graveyard shifts, weekends, and public holidays.

Benefits

• Competitive compensation and career growth opportunities.
• Collaborative work environment with learning and development support.
• Opportunities to strengthen leadership, people-management, and operational skills.
• Exposure to international customer-service operations and business processes.

Work Environment

This role offers a dynamic, target-driven, and collaborative work environment. The Team Lead will be expected to take ownership of daily operations, support team members, maintain high service standards, and continuously improve customer experience and operational performance.

Equal Opportunity

We are an equal opportunity employer and welcome applicants from all backgrounds. All qualified candidates will receive consideration based on their skills, experience, and suitability for the role.​​​​​​