Team Lead - Voice_A_Kolkata

Gratitude Inc

14 Views

15 hours ago

3-10 Year(s)

Kolkata

Quick Apply Apply

Job Description

Key Skills

Coaching Customer Service Quality Management System Performance Management Team Management Customer experience management

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

Team Lead – Voice_A

Location: Kolkata
Experience: 3–10 Years
Process: International Inbound / Outbound Voice Customer Service
Domain: Customer Service Operations
Shift: Rotational shifts, including night/graveyard shifts, weekends and public holidays

Job Summary

We are looking for an experienced Team Lead – International Voice to lead a customer-service team supporting international customers through inbound and/or outbound voice channels.

The role will be responsible for daily operations, team performance, coaching, customer escalations, quality, productivity, service levels, compliance and continuous improvement. The Team Lead will provide real-time floor support and work closely with Quality, Training, Workforce Management and Operations teams to ensure consistent service delivery.

Key Responsibilities

Lead and manage an international voice customer-service team to achieve SLA, quality, productivity and customer-experience targets.
Monitor real-time operations, staffing, workload, floor performance and service levels.
Conduct daily team huddles, one-to-one coaching, performance reviews and development activities.
Monitor agent performance through call observations, quality reviews, dashboards and operational reports.
Handle complex customer queries, complaints, escalations, retention cases and billing-related concerns.
Take ownership of critical customer escalations and coordinate timely resolution.
Ensure adherence to approved processes, scripts, customer verification, privacy, compliance and documentation requirements.
Manage attendance, schedule adherence, shrinkage and leave planning.
Analyse performance trends, complaint drivers, escalations and customer feedback to identify root causes and corrective actions.
Partner with Quality, Training, WFM and Operations teams to address skill gaps, quality issues and staffing risks.
Support new-hire transition, nesting, refresher training and ongoing team development.
Maintain performance trackers, action plans, risk logs and operational reports.
Identify opportunities to improve FCR, customer effort, productivity and service quality.
Promote a customer-focused, respectful, accountable and high-performance team culture.

Required Skills & Experience

3–6 years of international voice customer-service experience, including Team Lead, Acting Team Lead or people-supervisory experience.
Experience managing teams in target-driven inbound and/or outbound voice operations.
Strong spoken and written English with clear pronunciation, active listening, empathy and professional communication.
Experience handling customer complaints, critical escalations, retention conversations and billing queries.
Good understanding of KPIs such as SLA, AHT, Quality, CSAT, FCR, adherence, shrinkage and absenteeism.
Strong performance management, coaching, feedback 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, mandatory disclosures and complaint handling.
Willingness to work rotational shifts, including nights, weekends and public holidays.

Preferred

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 preferred.
Lean Six Sigma, COPC, coaching or people-management certification is an advantage.

Important:

Ex-TCS employees are not eligible to apply.
PAN and DOB are required for profile creation.

Role

Operations Manager

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.