Team Lead – International Voice Customer Service

Location: Kolkata
Experience: 3–10 Years
Band: BPO 3/4
Job Code: 434135
Process: International Inbound / Outbound Voice Customer Service
Domain: Customer Service Operations
Shift: Rotational shifts, including night/graveyard shifts, weekends, and public holidays

Ready to Lead, Inspire, and Deliver Outstanding Customer Experiences?

Take the next step in your customer service career! We are looking for a confident and results-driven Team Lead – International Voice to lead a high-performing customer service team, improve operational performance, resolve complex customer concerns, and deliver exceptional service to international customers.

Role Overview

As a Team Lead, you will oversee daily voice operations, drive team performance, coach and develop agents, manage escalations, and ensure compliance with quality and service standards. You will collaborate with Quality, Training, Workforce Management, and Operations teams to achieve business goals and continuously improve customer experience.

Key Responsibilities

Team Leadership and Performance

• Lead and motivate an international voice customer service team to achieve service-level, quality, productivity, and customer satisfaction targets.

• Conduct daily team huddles, one-to-one coaching sessions, performance reviews, and development activities.

• Manage attendance, schedule adherence, shrinkage, and leave planning according to business requirements.

• Support new-hire transition, nesting, refresher training, and ongoing employee development.

Operations and Customer Escalations

• Monitor real-time operations, staffing, workloads, floor performance, and service levels.

• Provide floor support for complex customer queries, complaints, retention cases, difficult conversations, and billing-related concerns.

• Take ownership of critical escalations and coordinate timely, accurate resolutions.

• Ensure agents follow approved processes, scripts, customer verification procedures, privacy requirements, and documentation standards.

Quality, Reporting, and Continuous Improvement

• Review call observations, quality evaluations, dashboards, and operational reports to monitor performance.

• Track KPIs, including SLA, AHT, Quality, CSAT, FCR, schedule adherence, shrinkage, and absenteeism.

• Analyze repeat contacts, complaint trends, customer feedback, and escalations to identify root causes and corrective actions.

• Maintain performance trackers, action plans, risk logs, and operational reports.

• Partner with Quality, Training, Workforce Management, and Operations teams to address skill gaps and service interruptions.

• Identify opportunities to improve first-contact resolution, productivity, customer effort, and overall service quality.

Required Skills and Experience

• 3–10 years of overall experience, with 3–6 years in international voice customer service and at least 3 years in a Team Lead, Acting Team Lead, or people-supervisory role.

• 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-related queries.

• Strong understanding of customer service KPIs, quality monitoring, performance management, and coaching.

• Ability to analyze operational data, identify root causes, and implement corrective actions.

• Working knowledge of CRM, telephony, workforce management, quality monitoring, knowledge management, and reporting tools.

• Understanding of customer verification, privacy, data security, call recording, mandatory disclosures, and complaint documentation.

• Willingness to work rotational shifts, including nights, weekends, and public holidays.

Preferred Qualifications

• Experience in Utilities – Electricity and Gas Customer Service.

• Knowledge of billing, meter reads, payments, collections, move-in/move-out processes, complaints, vulnerability handling, and customer retention.

• Bachelor's degree in any discipline preferred.

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

Work Conditions

• Location: Kolkata

• Process: International inbound/outbound voice customer service

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

Important Eligibility Information

• Former TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are required for employee profile creation.

Have the leadership skills to build a strong team and deliver results? Apply now!