Job Description: Team Lead – International Voice Customer Service

Job Title: Team Lead – Voice_A
Location: Kolkata, India
Job Code: 434135
Experience: 3–10 years
Band: BPO 3/4
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 seeking an experienced Team Lead – International Voice to manage and support a customer-service team handling international customers through inbound and/or outbound voice channels. The role is responsible for daily operations, team performance, coaching, customer escalations, quality assurance, productivity, service levels, and compliance.

The ideal candidate will have strong people-management skills, excellent English communication, experience handling complex customer interactions, and a proven ability to achieve operational targets while delivering a consistent, high-quality customer experience.

Key Responsibilities

1. Team Leadership and Performance Management

• Lead, motivate, and manage an international voice customer-service team to achieve service-level, quality, productivity, and customer-experience targets.

• Conduct daily team huddles, one-on-one coaching sessions, performance reviews, and employee development activities.

• Monitor individual and team performance using call observations, quality evaluations, dashboards, and operational reports.

• Identify performance gaps and implement targeted coaching and improvement plans.

• Manage attendance, schedule adherence, shrinkage, and leave planning in line with operational requirements.

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

2. Daily Operations and Service Delivery

• Monitor real-time operations, staffing levels, workload, floor performance, and service levels.

• Ensure the team meets established KPIs, SLAs, productivity goals, and quality standards.

• Coordinate with Operations and Workforce Management teams to address staffing risks and service interruptions.

• Maintain performance trackers, action plans, risk logs, and operational reports.

• Ensure consistent execution of approved processes, scripts, and service procedures.

3. Customer Escalation and Resolution

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

• Take ownership of critical escalations and coordinate timely, accurate resolutions.

• Coach agents on de-escalation, empathy, active listening, customer verification, and professional communication.

• Analyze repeat contacts, complaint drivers, customer feedback, and escalation trends to identify root causes.

• Promote first-contact resolution and improved customer satisfaction.

4. Quality, Compliance, and Risk Management

• Ensure adherence to approved procedures, scripts, knowledge content, customer verification requirements, and documentation standards.

• Reinforce privacy, data security, call-recording, mandatory disclosure, and complaint-handling requirements.

• Collaborate with Quality Assurance to address quality gaps and maintain consistent service standards.

• Monitor compliance risks and implement corrective actions when necessary.

• Maintain accurate records of escalations, performance issues, and improvement initiatives.

5. Reporting and Continuous Improvement

• Review operational reports and analyze KPIs, including SLA, AHT, Quality, CSAT, FCR, schedule adherence, shrinkage, and absenteeism.

• Identify trends, recurring errors, and process bottlenecks.

• Develop and implement action plans to improve quality, productivity, service levels, and customer experience.

• Partner with Quality, Training, Workforce Management, and Operations teams to close skill gaps and improve performance.

• Promote a customer-focused, respectful, accountable, and high-performance team culture.

Required Qualifications and Skills

• 3–10 years of relevant customer-service or BPO experience, with strong experience in international voice operations.

• At least 3 years of Team Lead, Acting Team Lead, or people-supervisory experience, as required by the role description.

• Proven experience managing teams in target-driven inbound and/or outbound voice environments.

• Excellent spoken and written English, including clear pronunciation, active listening, empathy, and professional communication.

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

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

• Demonstrated ability to coach agents, manage performance, provide constructive feedback, and develop team members.

• Strong analytical skills, root-cause analysis, and problem-solving capabilities.

• 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, and documentation controls.

• Ability to work under pressure, manage escalations, and meet operational deadlines.

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

Preferred Qualifications

• Experience in Utilities – Electricity and Gas Customer Service.

• Knowledge of utility billing, meter reads, payments, collections, move-in/move-out processes, complaints, vulnerability handling, and customer retention.

• Bachelor's degree in any discipline.

• Lean Six Sigma, COPC, coaching, or people-management certification.

Important Hiring Information

• Former TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are required for profile creation.

• Candidates should clearly highlight international voice experience, formal team leadership responsibilities, KPI ownership, escalation handling, and relevant domain experience in their latest resume.

Ideal Candidate Profile

The ideal candidate is a hands-on customer-service leader who can manage daily international voice operations, coach and develop agents, resolve complex customer issues, and consistently deliver quality, compliance, productivity, and customer-satisfaction targets.