Team Lead - Voice_A_Kolkata

TEAM LEAD – INTERNATIONAL VOICE | CUSTOMER SERVICE

Location: Kolkata
Experience: 3–10 Years
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 looking for an experienced Team Lead – International Voice to manage customer-service operations for international customers across inbound and/or outbound voice channels.

The role will be responsible for team performance, service levels, quality, productivity, customer experience, coaching, escalations, compliance and continuous improvement. The Team Lead will provide real-time floor support and work closely with Quality, Training, Workforce Management and Operations teams.

Key Responsibilities

• Lead and manage an international voice customer-service team to achieve SLA, quality, productivity and customer-experience targets.
• Monitor real-time operations, workload, staffing, service levels and floor performance.
• Conduct daily team huddles, one-to-one coaching, performance reviews and development activities.
• Monitor agent performance through call observations, quality reviews, dashboards and operational reports.
• Provide real-time support for complex customer queries, complaints, escalations, retention cases and billing-related concerns.
• Own critical customer escalations and ensure timely and accurate resolution.
• Ensure adherence to processes, scripts, knowledge content, customer verification, privacy, compliance and documentation requirements.
• Manage attendance, schedule adherence, shrinkage and leave planning as per business requirements.
• Analyze performance trends, repeat contacts, complaints, escalations and customer feedback to identify root causes and corrective actions.
• Partner with Quality, Training, WFM and Operations teams to address skill gaps, quality issues and staffing risks.
• Support new-hire transition, nesting, refresher training and ongoing team development.
• Maintain performance trackers, action plans, risk logs and operational reports.
• Identify opportunities to improve FCR, customer effort, productivity and service quality.
• Build a customer-focused, accountable and high-performance team culture.

Required Skills & Experience

• 3–10 years of overall experience in customer service/BPO operations.
• Strong experience in international voice customer service.
• Minimum 3 years of experience in Team Lead, Acting Team Lead or people-supervisory roles.
• Proven experience managing target-driven inbound and/or outbound voice teams.
• Excellent spoken and written English with clear pronunciation and professional communication.
• Strong skills in customer handling, complaint management, escalation management and difficult conversations.
• Good understanding of SLA, AHT, Quality, CSAT, FCR, adherence, shrinkage and absenteeism.
• Strong coaching, performance-management and people-development skills.
• Ability to analyze operational data, identify root causes and implement corrective actions.
• Working knowledge of CRM, telephony, WFM, quality-monitoring and reporting tools.
• Understanding of customer verification, privacy, data security, call recording, complaint handling and documentation controls.
• Willingness to work rotational shifts, including night/graveyard shifts, weekends and public holidays.

Preferred Skills

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

Important Note

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth (DOB) are mandatory for candidate profile creation.