Team Lead - Voice

JOB DESCRIPTION: TEAM LEAD – VOICE_A

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.

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 service-level, 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.

- Provide real-time support for complex customer queries, complaints, escalations, retention cases, difficult conversations, and billing-related concerns.

- Take ownership of critical customer escalations and coordinate timely and accurate resolution.

- Ensure adherence to approved processes, scripts, knowledge content, customer verification, privacy, compliance, and documentation requirements.

- Manage attendance, schedule adherence, shrinkage, and leave planning in line with business requirements.

- Analyse performance trends, repeat contacts, complaint drivers, escalations, and customer feedback to identify root causes and corrective actions.

- Partner with Quality, Training, Workforce Management, and Operations teams to address skill gaps, quality issues, staffing risks, and service interruptions.

- 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 first-contact resolution, customer effort, productivity, and overall 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 at least 3 years in a Team Lead, Acting Team Lead, or people-supervisory role.

- Proven experience managing teams in a target-driven inbound and/or outbound voice environment.

- Strong spoken and written English with clear pronunciation, active listening, empathy, and professional communication skills.

- Experience handling complex customer interactions, complaints, critical escalations, retention conversations, and billing-related queries.

- Good understanding of customer-service KPIs, including SLA, AHT, Quality, CSAT, FCR, adherence, shrinkage, absenteeism, and schedule compliance.

- Strong performance-management, coaching, feedback, and people-development skills.

- Ability to analyse operational data, identify root causes, and implement practical 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, complaint handling, and documentation controls.

- Willingness to work rotational shifts, including night/graveyard shifts, 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 in any discipline preferred.

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