Team Lead - Digital (Web Chat & Email)

Gratitude Inc

21 Views

17 hours ago

3-10 Year(s)

Kolkata

Quick Apply Apply

Job Description

Key Skills

CRM (Customer relationship Management) Customer Service Performance Management Team Management CSAT team leadership customer experience lead Good exposure in to escalation management Deep understanding of service excellence & complaint handling SLAs, CSAT, quality scores SLA / KPI Management Team Management, SLA Management Web Chat, Email & Digital Customer Support

3 candidate(s) have already applied for this Job. Apply now

Team Lead – Digital (Web Chat & Email)_A

Location: Kolkata
Experience: 3–10 Years
Process: International Digital / Web Chat / Email Customer Service
Shift: Rotational shifts, including night/graveyard shifts, weekends and public holidays

Job Summary

We are looking for an experienced Team Lead to manage an international digital customer-service team handling web chat, email and other digital interactions. The role will be responsible for team performance, customer experience, service levels, quality, productivity, escalations, coaching and day-to-day operations.

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 and response-time targets.
• Conduct daily huddles, one-to-one coaching, performance reviews and development sessions.
• Handle complex customer queries, complaints, escalations, retention and billing-related concerns.
• Monitor chat concurrency, queue volumes, response times, email backlogs and workload distribution.
• Ensure compliance with process, quality, data privacy, verification and documentation requirements.
• Analyse performance trends and customer feedback and implement corrective actions.
• Work with Quality, Training, WFM and Operations teams to improve performance and service delivery.
• 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+ years of experience in international digital, web chat or email customer service.
• Minimum 3 years in a Team Lead, Acting Team Lead or people-supervisory role.
• 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, 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

• Utilities experience, particularly 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 Eligibility

• Ex-TCS employees are not eligible to apply.
• PAN and Date of Birth are mandatory for profile creation.

Role

Collections Executive

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.

Bibi Hukkeri

Recruiter - Gratitude Inc

NA, india

0+ Followers

500+ Posts

View Profile

Interview Tips

Giving the VNA round?
What are the most important skills you acquired as a Soft Skills/VNA trainer?
How would you handle an irate customer?

Get the Best Jobs
on your Fingertips

Confidential

Bangalore, India

Details