Team Lead - Voice_A
Gratitude IncTeam Lead - Voice_A
Job Description
Key Skills
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Team Lead - Voice_A
Location: Kolkata
Experience: 3–10 Years
Band: BPO 3/4
Salary: Up to ₹12 LPA
Process: International Inbound / Outbound Voice Customer Service
Domain: Customer Service Operations
Shift: Rotational shifts, including night/graveyard shifts, weekends and public holidays
About the Role
We are looking for an experienced Team Lead – International Voice to manage and develop a customer-service team supporting international customers through inbound and/or outbound voice channels. The role will be responsible for team performance, service levels, quality, productivity, customer escalations, coaching and compliance.
Key Responsibilities
Lead and manage an international voice customer-service team to achieve SLA, Quality, AHT, CSAT and productivity targets.
Monitor real-time operations, staffing, workload, attendance, schedule adherence and service levels.
Conduct daily huddles, one-to-one coaching, performance reviews and development sessions.
Monitor agent performance through call observations, quality reports, dashboards and operational metrics.
Handle complex customer queries, complaints, retention cases, billing concerns and critical escalations.
Ensure adherence to processes, scripts, customer verification, privacy, compliance and documentation requirements.
Analyse performance trends, repeat contacts, complaints and customer feedback to identify root causes and corrective actions.
Partner with Quality, Training, WFM and Operations teams to address performance and staffing gaps.
Support new-hire transition, nesting, refresher training and ongoing team development.
Maintain performance trackers, action plans, risk logs and operational reports.
Drive initiatives to improve FCR, customer experience, productivity and service quality.
Build a customer-focused, accountable and high-performance team culture.
Required Skills & Experience
3–6 years of international voice customer-service experience, including at least 3 years in a Team Lead/Acting Team Lead/people-supervisory role.
Experience managing teams in a target-driven inbound/outbound voice environment.
Excellent spoken and written English with strong communication and active-listening skills.
Strong experience in customer complaints, escalations, difficult conversations, retention and billing-related queries.
Good understanding of SLA, AHT, Quality, CSAT, FCR, adherence, shrinkage and absenteeism.
Strong coaching, feedback, performance-management and people-development skills.
Ability to analyse operational data and implement corrective actions.
Working knowledge of CRM, telephony, WFM, quality-monitoring and reporting tools.
Understanding of customer verification, privacy, data security, call recording and compliance requirements.
Willingness to work rotational/night shifts, weekends and public holidays.
Preferred Qualifications
Experience in Utilities – Electricity & Gas Customer Service.
Knowledge of billing, meter reads, payments, collections, move-in/move-out, complaints, vulnerability and customer retention.
Bachelor's degree in any discipline preferred.
Lean Six Sigma, COPC, coaching or people-management certification is an advantage.
Important Information
Ex-TCS employees are not eligible to apply.
PAN and DOB are required for profile creation.
Candidates must be comfortable working rotational shifts, including night/graveyard shifts.
Application / Questionnaire
Interested candidates are requested to complete the questionnaire below:
Questionnaire Link: https://myglit.com/lateral/cref/bb8d41b449
Please complete the questionnaire to proceed with your application.
Role
Team Leader
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
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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