WE ARE HIRING!

TEAM LEAD – INTERNATIONAL VOICE CUSTOMER SERVICE OPERATIONS

Official Role: Team Lead – Voice_A

Domain: Customer Service Operations

Process: International Inbound / Outbound Voice Customer Service

Experience Required: 3–10 Years

Shift Schedule: Rotational Shifts, Including Night/Graveyard Shifts, Weekends & Public Holidays

ABOUT THE ROLE

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

The successful candidate will oversee daily operations, team performance, coaching, customer escalations, quality, productivity, service levels, compliance, and continuous improvement.

The role requires strong leadership capabilities, excellent communication skills, and the ability to provide real-time floor support while collaborating with Quality, Training, Workforce Management, and Operations teams to ensure consistent service delivery.

KEY RESPONSIBILITIES

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

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• 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.
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• Proven experience managing teams in a target-driven inbound and/or outbound voice environment.
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• Strong spoken and written English with clear pronunciation, active listening, empathy, and professional communication skills.
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• Experience handling complex customer interactions, complaints, critical escalations, retention conversations, and billing-related queries.
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• Good understanding of customer-service KPIs, including SLA, AHT, Quality, CSAT, FCR, adherence, shrinkage, absenteeism, and schedule compliance.
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• Strong performance-management, coaching, feedback, and people-development skills.
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• Ability to analyse operational data, identify root causes, and implement practical corrective actions.
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• Working knowledge of CRM, telephony, workforce management, quality monitoring, knowledge-management, and reporting tools.
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• Understanding of customer verification, privacy, data security, call recording, mandatory disclosures, complaint handling, and documentation controls.
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• Willingness to work rotational shifts, including night/graveyard shifts, weekends, and public holidays.
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PREFERRED QUALIFICATIONS

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• Experience in Utilities – Electricity & Gas Customer Service.
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• Knowledge of billing, meter reads, payments, collections, move-in/move-out, complaints, vulnerability, and customer retention.
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• Bachelor's degree in any discipline preferred.
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• Lean Six Sigma, COPC, coaching, or people-management certification is an advantage.
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APPLY NOW!