Team Lead – Digital (Web Chat & Email)
Gratitude IncTeam Lead – Digital (Web Chat & Email)
Job Description
Key Skills
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Job Title Team Lead – Digital (Web Chat & Email)
Job Description :
We are looking for an experienced Team Lead – Digital to manage an international customer-service team supporting customers through web chat, email, and other digital channels. The role will be responsible for team performance, customer experience, service levels, quality, productivity, escalations, coaching, and day-to-day operational delivery.
Experience : 3–10 years
Location : Kolkata
Required Skills :
International Web Chat & Email Customer Service
Team Leadership & People Management
Customer Service & Escalation Management
KPI / SLA & Performance Management
Coaching & Stakeholder Management
Key Responsibilities :
Lead and manage a team handling international web chat, email, and digital customer-service interactions.
Monitor and drive performance against SLA, quality, productivity, CSAT, FCR, response time, and other operational KPIs.
Conduct daily huddles, one-to-one coaching, performance reviews, and development activities.
Provide real-time support for complex customer queries, complaints, escalations, retention cases, and billing-related concerns.
Monitor chat concurrency, queue volumes, response times, email backlogs, and workload distribution.
Ensure adherence to customer-service processes, quality standards, data privacy, verification, and documentation requirements.
Analyse performance trends and customer feedback to identify root causes and implement corrective actions.
Work with Quality, Training, Workforce Management, and Operations teams to address performance and delivery challenges.
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 first-contact resolution.
Qualifications :
3–6 years of experience in international digital, web chat, or email customer service.
Minimum 3 years of experience 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 tone.
Strong experience handling complex customer interactions, complaints, escalations, and retention cases.
Good understanding of digital customer-service KPIs and performance management.
Experience with CRM, chat/email platforms, workforce-management, 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.
Experience in Utilities – Electricity and Gas customer service is preferred.
Knowledge of billing, payments, collections, meter readings, move-in/move-out, complaints, vulnerability, and customer retention is preferred.
Bachelor's degree in any discipline is preferred.
Important Points :
Ex TCS Employees can't apply.
PAN and DOB are required for profile creation.
Role
Team Leader
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Chat
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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