Team Lead – Digital Web Chat & Email

Gratitude Inc

11 Views

20 hours ago

3-10 Year(s)

₹ 75 - ₹ 1 Lacs p.m

Kolkata

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Job Description

Key Skills

CRM (Customer relationship Management) Management information system (MIS) Reporting Root cause analysis Performance Management Stakeholder Management people Management Workforce Management Productivity Management CSAT email support team leadership customer experience lead Quality Management framework Good exposure in to escalation management Deep understanding of service excellence & complaint handling Team Management, SLA Management International Digital / Web Chat / Email Customer Service

3 candidate(s) have already applied for this Job. Apply now

Hiring: Team Lead – Digital | Web Chat & Email

Kolkata | Experience: 3–10 Years
Salary: Up to ₹12 LPA | Band: BPO 3/4
Process: International Digital / Web Chat / Email

Role: Lead an international digital customer-service team and drive SLA, quality, productivity, CSAT, FCR & customer experience.

What You’ll Do

Manage & coach digital customer-service associates
Drive performance, productivity and service levels
Handle complex queries, complaints, escalations, retention & billing cases
Monitor chat concurrency, queues, response times & email backlogs
Conduct huddles, 1:1s, coaching & performance reviews
Partner with Quality, Training & WFM teams
Analyse trends and implement corrective actions
Maintain reports, action plans & stakeholder updates

What You Need

⭐ 3–6 years international digital/Web Chat/Email experience
⭐ 3+ years Team Lead/people-management experience
⭐ Excellent written English & digital communication
⭐ Strong coaching, analytical & problem-solving skills
⭐ Utilities experience preferred

Rotational shifts incl. nights, weekends & holidays
Ex-TCS employees not eligible.
PAN & DOB required for profile creation.

Apply & complete the questionnaire: https://myglit.com/lateral/cref/98e785bd5a

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-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.

Piyush Rathi

Recruiter - Gratitude Inc

NA, india

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