Team Lead - Voice_A_Kolkata

Gratitude Inc

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1 day ago

3-10 Year(s)

Kolkata

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Job Description

Key Skills

Coaching CRM (Customer relationship Management) Quality Management System Performance Management people Management Team Handling Team Leader Team Management Workforce Management CSAT BPO Operations customer support International voice Process voice process skills customer service and problem-solving skills Team Management, SLA Management Customer Escalation Handling AHT, ASA, FCR

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TEAM LEAD – INTERNATIONAL VOICE | CUSTOMER SERVICE

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 manage customer-service operations for international customers across inbound and/or outbound voice channels.

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

Key Responsibilities

• Lead and manage an international voice customer-service team to achieve SLA, quality, productivity and customer-experience targets.
• Monitor real-time operations, workload, staffing, service levels and floor performance.
• 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.
• Provide real-time support for complex customer queries, complaints, escalations, retention cases and billing-related concerns.
• Own critical customer escalations and ensure timely and accurate resolution.
• Ensure adherence to processes, scripts, knowledge content, customer verification, privacy, compliance and documentation requirements.
• Manage attendance, schedule adherence, shrinkage and leave planning as per business requirements.
• Analyze performance trends, repeat contacts, complaints, 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.
• Build a customer-focused, accountable and high-performance team culture.

Required Skills & Experience

• 3–10 years of overall experience in customer service/BPO operations.
• Strong experience in international voice customer service.
• Minimum 3 years of experience in Team Lead, Acting Team Lead or people-supervisory roles.
• Proven experience managing target-driven inbound and/or outbound voice teams.
• Excellent spoken and written English with clear pronunciation and professional communication.
• Strong skills in customer handling, complaint management, escalation management and difficult conversations.
• Good understanding of SLA, AHT, Quality, CSAT, FCR, adherence, shrinkage and absenteeism.
• Strong coaching, performance-management and people-development skills.
• Ability to analyze operational data, identify root causes and implement corrective actions.
• Working knowledge of CRM, telephony, WFM, quality-monitoring and reporting tools.
• Understanding of customer verification, privacy, data security, call recording, complaint handling and documentation controls.
• Willingness to work rotational shifts, including night/graveyard shifts, weekends and public holidays.

Preferred Skills

• Utilities – Electricity & Gas Customer Service experience.
• 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 Note

Ex-TCS employees are not eligible to apply.

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

Role

Customer Service Executive

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.

Bibi Hukkeri

Recruiter - Gratitude Inc

NA, india

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