Team Lead – International Voice Process

Position: Team Lead – Voice_A
Location: Kolkata
Job Code: 434135
Experience: 3–10 Years
Band: BPO 3/4
Process: International Inbound / Outbound Voice Customer Service
Industry: Customer Service Operations / BPO
Shift: Rotational shifts, including night/graveyard shifts, weekends, and public holidays
Employment Type: Full-Time
Work Mode: Work from Office

Job Overview

We are looking for an experienced and result-oriented Team Lead – International Voice Process to manage and lead a customer service team handling international inbound and outbound voice operations.

The candidate will be responsible for managing day-to-day operations, driving team performance, ensuring service quality, handling customer escalations, and achieving business targets. The ideal candidate should have strong leadership, communication, coaching, and problem-solving skills, along with experience in international voice customer service operations.

Key Responsibilities

• Lead and manage a team of customer service executives handling international voice processes.

• Monitor daily operations and ensure achievement of SLA, quality, productivity, and customer satisfaction targets.

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

• Monitor agent performance through call audits, quality reports, and operational dashboards.

• Handle complex customer queries, complaints, billing issues, and critical escalations.

• Ensure compliance with company policies, customer verification procedures, data privacy, and process guidelines.

• Monitor attendance, schedule adherence, shrinkage, and team productivity.

• Analyse performance reports and identify areas for improvement.

• Coordinate with Quality, Training, Workforce Management, and Operations teams.

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

• Drive process improvements to enhance customer experience and first-call resolution.

Required Skills & Qualifications

• 3–6 years of experience in international voice customer service operations.

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

• Strong verbal and written English communication skills.

• Experience managing inbound and/or outbound international voice processes.

• Good knowledge of SLA, AHT, CSAT, FCR, Quality, Productivity, and other operational KPIs.

• Strong team management, leadership, coaching, and people-management skills.

• Experience handling customer complaints, escalations, and difficult customer interactions.

• Knowledge of CRM, telephony, reporting, and workforce management tools.

• Strong analytical, decision-making, and problem-solving abilities.

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

Preferred Skills

• Experience in Utilities – Electricity and Gas Customer Service.

• Knowledge of billing, meter readings, payments, collections, and customer retention.

• Experience handling customer complaints and vulnerable customer cases.

• Lean Six Sigma, COPC, or people-management certification would be an added advantage.

• 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 flexible to work rotational shifts, including night/graveyard shifts, weekends, and public holidays.