Team Lead - Digital (Web Chat & Email)_A_Kolkata
Gratitude IncTeam Lead - Digital (Web Chat & Email)_A_Kolkata
Job Description
Key Skills
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Team Lead – Digital (Web Chat & Email)
Location: Kolkata
Experience: 3–10 Years
Process: International Digital / Web Chat / Email Customer Service
Shift: Rotational shifts, including night/graveyard shifts, weekends & public holidays
Job Description:
We are looking for an experienced Team Lead – Digital & Web Chat to manage an international customer-service team handling web chat, email, and other digital channels. The role will be responsible for team performance, customer experience, SLA, quality, productivity, escalations, coaching, and day-to-day operational delivery.
Key Responsibilities:
Lead and manage a team handling international web chat, email, and digital customer-service interactions.
Drive performance against SLA, quality, productivity, CSAT, FCR, response time, and other KPIs.
Conduct daily huddles, one-on-one coaching, performance reviews, and development activities.
Handle complex customer queries, complaints, escalations, retention cases, and billing concerns.
Monitor chat concurrency, queue volumes, response times, email backlogs, and workload distribution.
Ensure compliance with customer-service processes, quality standards, data privacy, verification, and documentation requirements.
Analyse performance trends and customer feedback and implement corrective actions.
Coordinate with Quality, Training, WFM, and Operations teams.
Support new-hire nesting, refresher training, and continuous team development.
Maintain operational reports, action plans, risk trackers, and stakeholder updates.
Identify opportunities to improve customer journeys, templates, macros, knowledge content, and FCR.
Required Skills & Experience:
3–6 years of experience in international digital, web chat, or email customer service.
Minimum 3 years of experience in Team Lead, Acting Team Lead, or people-supervisory roles.
Strong experience managing teams in a target-driven customer-service environment.
Excellent written English with strong grammar, clarity, empathy, and professional communication.
Experience handling complex interactions, complaints, escalations, and retention cases.
Good understanding of digital customer-service KPIs and performance management.
Experience with CRM, chat/email platforms, WFM, quality-monitoring, and reporting tools.
Strong analytical, problem-solving, coaching, and stakeholder-management skills.
Willingness to work rotational shifts, including nights, weekends, and public holidays.
Preferred:
Experience in Utilities – Electricity and Gas customer service.
Knowledge of billing, payments, collections, meter readings, move-in/move-out, complaints, vulnerability, and customer retention.
Bachelor's degree in any discipline preferred.
Important:
Ex-TCS employees are not eligible to apply.
PAN and DOB are required for profile creation.
Role
Team Leader
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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