Team Lead – Digital (Web Chat & Email)

Gratitude Inc

23 Views

20 hours ago

3-10 Year(s)

₹ 90 - ₹ 1 Lacs p.m

Kolkata

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Job Description

Key Skills

Analytical Performance Management Stakeholder Management Team Leader Reporting Tools Team Management WFM. coaching skills Problem-Solving Skills Excellent communication skills and fluency in English Excellent Communication, Customer Service and Empathy Skills

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Team Lead – Digital (Web Chat & Email)

Location: Kolkata
Experience: 3–10 years
Relevant Experience: 3–6 years in international digital/Web Chat/Email customer service, with 3+ years in Team Lead/people-supervisory roles
Salary: Up to ₹12 LPA
Band: BPO 3/4
Process: International Digital / Web Chat / Email Customer Service
Shift: Rotational shifts, including nights/graveyard shifts, weekends & public holidays

Job Overview

We are hiring an experienced Team Lead – Digital (Web Chat & Email) to lead an international customer-service team. The role will focus on team performance, customer experience, SLA, quality, productivity, escalations, coaching, and day-to-day operations.

Key Responsibilities

Lead and manage associates handling international Web Chat, Email, and digital customer interactions.
Drive performance against SLA, Quality, Productivity, CSAT, FCR, and response-time KPIs.
Conduct daily huddles, one-on-one coaching, performance reviews, and development activities.
Provide real-time support for complex queries, complaints, escalations, retention, and billing concerns.
Monitor chat concurrency, queue volumes, response times, email backlogs, and workload distribution.
Ensure compliance with customer-service processes, quality standards, data privacy, verification, and documentation requirements.
Analyse performance trends and customer feedback to identify root causes and implement corrective actions.
Collaborate with Quality, Training, WFM, and Operations teams to resolve performance and delivery challenges.
Support new-hire nesting, refresher training, and continuous team development.
Maintain reports, action plans, risk trackers, and stakeholder updates.
Identify opportunities to improve customer journeys, templates, macros, knowledge content, and FCR.

Required Skills & Experience

3–6 years of experience in international Digital/Web Chat/Email customer service.
Minimum 3 years of experience as a Team Lead, Acting Team Lead, or in a people-supervisory role.
Strong team-management and performance-management experience.
Excellent written English with strong grammar, clarity, empathy, and professional tone.
Experience handling complex customer interactions, complaints, escalations, and retention cases.
Strong understanding of digital customer-service KPIs.
Experience with CRM, chat/email platforms, WFM, quality-monitoring, and reporting tools.
Strong coaching, analytical, problem-solving, and stakeholder-management skills.
Willingness to work rotational shifts, including nights, weekends, and public holidays.

Preferred

Utilities – Electricity & Gas customer-service experience.
Knowledge of billing, payments, collections, meter readings, move-in/move-out, complaints, vulnerability, and retention.
Bachelor's degree in any discipline preferred.

Important Information

Ex-TCS employees are not eligible.
PAN and DOB are required for profile creation.
Willingness to work rotational shifts is mandatory.
Completion of the questionnaire form is mandatory.

Mandatory Questionnaire

Please complete the questionnaire using the link below:

Questionnaire Link: https://myglit.com/lateral/cref/c5b352e4bf

Only candidates meeting the required criteria and completing the questionnaire will be considered.

Role

Team Leader

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.

Abhishek Kumar

Recruiter - Gratitude Inc

NA, india

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