Team Lead – Digital (Web Chat & Email)

• Location: Kolkata

• Job Code: 434133

• Experience: 3–10 Years

• Band: BPO 3/4

• Maximum Salary: Up to ₹12 LPA

• Process: International Digital Customer Service (Web Chat & Email)

• Shift: Rotational shifts, including night/graveyard shifts, weekends, and public holidays

• Work Mode: Work from Office

• Employment Type: Full-Time

Job Summary

We are looking for an experienced and result-oriented Team Lead – Digital Customer Support to manage an international customer service team handling web chat, email, and other digital communication channels.

The candidate will be responsible for managing daily operations, driving team performance, ensuring customer satisfaction, maintaining service quality, handling escalations, and achieving operational targets.

The ideal candidate should have strong team management, written communication, coaching, analytical, and problem-solving skills, along with experience in international digital customer service operations.

Key Responsibilities

• Lead and manage a team of associates handling international web chat, email, and digital customer service interactions.

• Monitor team performance and ensure achievement of SLA, quality, productivity, CSAT, FCR, and response-time targets.

• Conduct daily team meetings, one-to-one coaching, performance reviews, and feedback sessions.

• Provide real-time assistance 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 compliance with customer service processes, quality standards, data privacy, customer verification, and documentation requirements.

• Analyse performance reports and customer feedback to identify improvement opportunities.

• Coordinate with Quality, Training, Workforce Management, and Operations teams to ensure smooth service delivery.

• Support new-hire training, nesting, refresher sessions, and continuous employee development.

• Maintain operational reports, performance trackers, action plans, and stakeholder updates.

• Identify opportunities to improve customer experience, response templates, macros, knowledge content, and first-contact resolution.

Required Skills & Qualifications

• 3–6 years of experience in international digital customer service, web chat, or email support.

• Minimum 3 years of experience as a Team Lead, Acting Team Lead, or in a people-supervisory role.

• Strong experience managing teams in a target-driven customer service environment.

• Excellent written English communication with strong grammar, clarity, empathy, and professional tone.

• Experience handling customer complaints, complex queries, escalations, and retention cases.

• Good understanding of digital customer service KPIs, including SLA, CSAT, FCR, quality, productivity, and response time.

• Experience working with CRM systems, chat and email platforms, workforce management, quality monitoring, and reporting tools.

• Strong leadership, coaching, analytical, and problem-solving skills.

• Good stakeholder management and team development abilities.

• Flexibility to work rotational shifts, including night shifts, weekends, and public holidays.

Preferred Skills

• Experience in Utilities – Electricity and Gas Customer Service.

• Knowledge of billing, payments, collections, meter readings, move-in/move-out processes, and customer retention.

• Experience handling customer complaints and vulnerable customer cases.

• Bachelor's degree in any discipline preferred.

Important Information

• Ex-TCS employees are not eligible to apply.

• PAN card and Date of Birth (DOB) are mandatory for profile creation.

• Candidates must be comfortable working rotational shifts, including night/graveyard shifts, weekends, and public holidays.

Ideal Candidate Profile

Candidates with international web chat and email support experience, strong written English communication, and at least 3 years of team-handling experience will be preferred.