Team Lead – International Voice

We're Hiring: Team Lead – International Voice

Location: Kolkata
Experience: 3–10 Years
Band: BPO 3/4
Process: International Inbound / Outbound Voice
Shift: Rotational, including night/graveyard shifts, weekends and public holidays

Role Overview:
We are looking for an experienced Team Lead to manage an international voice customer-service team, drive performance, ensure service quality and deliver excellent customer experience.

Key Responsibilities:

• Lead and manage international voice customer-service teams.

• Monitor SLA, AHT, CSAT, FCR, quality and productivity.

• Conduct team huddles, coaching and performance reviews.

• Handle customer complaints, complex queries and escalations.

• Manage attendance, schedule adherence and team performance.

• Coordinate with Quality, Training, WFM and Operations teams.

• Drive process improvements and customer satisfaction.

Required Skills:
International Voice Operations, Team Management, Customer Service, KPI/SLA Management, Quality Monitoring, Escalation Handling, Coaching and Performance Management.

Preferred: Utilities – Electricity & Gas Customer Service experience.

Eligibility: Ex-TCS employees are not eligible.

PAN and DOB are required for profile creation.

Interested candidates: Apply now and complete the screening questionnaire through the application link attached : https://gratitudejobs.com/lateral/cref/4966dc4a1e