Team Lead – Digital (Web Chat & Email)

Job Title Team Lead – Digital (Web Chat & Email)

Job Description : 

We are looking for an experienced Team Lead – Digital to manage an international customer-service team supporting customers through web chat, email, and other digital channels. The role will be responsible for team performance, customer experience, service levels, quality, productivity, escalations, coaching, and day-to-day operational delivery.

Experience : 3–10 years

Location : Kolkata

Required Skills :

1. International Web Chat & Email Customer Service

2. Team Leadership & People Management

3. Customer Service & Escalation Management

4. KPI / SLA & Performance Management

5. Coaching & Stakeholder Management

Key Responsibilities : 

• Lead and manage a team handling international web chat, email, and digital customer-service interactions.

• Monitor and drive performance against SLA, quality, productivity, CSAT, FCR, response time, and other operational KPIs.

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

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

• Monitor chat concurrency, queue volumes, response times, email backlogs, and workload distribution.

• Ensure adherence to 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.

• Work with Quality, Training, Workforce Management, and Operations teams to address performance and delivery challenges.

• Support new-hire nesting, refresher training, and continuous team development.

• Maintain operational reports, action plans, risk trackers, and stakeholder updates.

• Identify opportunities to improve customer journeys, templates, macros, knowledge content, and first-contact resolution.

Qualifications : 

• 3–6 years of experience in international digital, web chat, or email customer service.

• Minimum 3 years of experience in a Team Lead, Acting Team Lead, or people-supervisory role.

• Strong experience managing teams in a target-driven customer-service environment.

• Excellent written English with strong grammar, clarity, empathy, and professional tone.

• Strong experience handling complex customer interactions, complaints, escalations, and retention cases.

• Good understanding of digital customer-service KPIs and performance management.

• Experience with CRM, chat/email platforms, workforce-management, quality-monitoring, and reporting tools.

• Strong analytical, problem-solving, coaching, and stakeholder-management skills.

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

• Experience in Utilities – Electricity and Gas customer service is preferred.

• Knowledge of billing, payments, collections, meter readings, move-in/move-out, complaints, vulnerability, and customer retention is preferred.

• Bachelor's degree in any discipline is preferred.

Important Points : 

• Ex TCS Employees can't apply.

• PAN and DOB are required for profile creation.