Team Lead – International Voice Operations

Location: Kolkata

Experience: 3–10 Years

Band: BPO 3/4

Process: International Inbound / Outbound Voice Customer Service

Domain: Customer Service Operations

Job Code: 434135

Work Schedule

Rotational shifts, including night/graveyard shifts, weekends, and public holidays.

Job Summary

We are looking for an experienced Team Lead to manage an international voice customer-service team supporting customers through inbound and/or outbound channels.

The role will oversee daily operations, team performance, coaching, customer escalations, quality, productivity, service levels, compliance, and continuous improvement. The Team Lead will also provide real-time floor support and collaborate with Quality, Training, Workforce Management, and Operations teams to ensure consistent service delivery.

Key Responsibilities

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• Lead and manage an international voice team to achieve service-level, quality, productivity, and customer-experience targets.
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• Monitor real-time operations, staffing, workload, floor performance, and service levels.
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• Conduct daily team huddles, one-on-one coaching, performance reviews, and development sessions.
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• Monitor agent performance through call observations, quality reviews, dashboards, and operational reports.
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• Support agents with complex customer queries, complaints, escalations, retention cases, and billing-related concerns.
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• Take ownership of critical customer escalations and coordinate timely resolutions.
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• Ensure compliance with approved processes, scripts, customer verification, privacy, and documentation requirements.
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• Manage attendance, schedule adherence, shrinkage, and leave planning.
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• Analyse performance trends, repeat contacts, complaints, escalations, and customer feedback to identify root causes.
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• Partner with Quality, Training, Workforce Management, and Operations teams to address skill gaps and operational challenges.
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• Support new-hire transition, nesting, refresher training, and ongoing team development.
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• Maintain performance trackers, action plans, risk logs, and operational reports.
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• Identify opportunities to improve first-contact resolution, productivity, customer effort, and service quality.
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• Promote a customer-focused, respectful, accountable, and high-performance team culture.
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Required Skills & Experience

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• 3–6 years of international voice customer-service experience, including at least 3 years in a Team Lead, Acting Team Lead, or people-supervisory role.
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• Proven experience managing teams in a target-driven inbound and/or outbound voice environment.
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• Strong spoken and written English, with clear pronunciation, active listening, empathy, and professional communication skills.
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• Experience handling complex customer interactions, complaints, critical escalations, retention conversations, and billing-related queries.
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• Good understanding of customer-service KPIs, including SLA, AHT, Quality, CSAT, FCR, adherence, shrinkage, absenteeism, and schedule compliance.
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• Strong performance management, coaching, feedback, and people-development skills.
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• Ability to analyse operational data, identify root causes, and implement corrective actions.
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• Working knowledge of CRM, telephony, workforce management, quality monitoring, knowledge-management, and reporting tools.
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• Understanding of customer verification, privacy, data security, call recording, mandatory disclosures, complaint handling, and documentation controls.
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• Willingness to work rotational shifts, including nights, weekends, and public holidays.
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Preferred Qualifications

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• Experience in Utilities – Electricity & Gas Customer Service.
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• Knowledge of billing, meter reads, payments, collections, move-in/move-out, complaints, vulnerability, and customer retention.
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• Bachelor's degree in any discipline is preferred.
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• Lean Six Sigma, COPC, coaching, or people-management certification is an advantage.
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Important Information

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• Former TCS employees are not eligible to apply.
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• PAN and Date of Birth (DOB) are mandatory for profile creation.
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