434135 Team Lead - Voice_A_Kolkata

Location: Kolkata

Experience: 3–10 Years

Relevant Experience: 3–6 Years in International Voice Customer Service

Band: BPO 3/4

Salary: Up to ₹12 LPA

Job Code: 434135

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 lead and manage a customer-service team supporting international customers through inbound and/or outbound voice channels.

The role will be responsible for daily operations, team performance, coaching, customer escalations, quality, productivity, service levels, compliance, and continuous improvement.

The Team Lead will provide real-time floor support and work closely with Quality, Training, Workforce Management, and Operations teams to ensure consistent, high-quality service delivery.


Key Responsibilities


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

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

Conduct daily team huddles, one-to-one coaching sessions, 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, difficult conversations, and billing-related concerns.

Take ownership of critical customer escalations and coordinate timely and accurate resolution.

Ensure adherence to approved processes, scripts, knowledge content, customer verification, privacy, compliance, and documentation requirements.

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

Analyze performance trends, repeat contacts, complaint drivers, escalations, and customer feedback to identify root causes and corrective actions.

Partner with Quality, Training, Workforce Management, and Operations teams to address skill gaps, quality issues, staffing risks, and service interruptions.

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 First Contact Resolution (FCR), customer effort, productivity, service quality, and overall customer experience.


Required Skills & Experience

3–6 years of experience in international voice customer service, including at least 3 years in a Team Lead, Acting Team Lead, or people-supervisory role.

Proven experience managing teams in a target-driven inbound and/or outbound international voice environment.

Excellent spoken and written English with clear pronunciation, active listening, empathy, and professional communication skills.


Experience handling:

Complex customer interactions

Complaints and escalations

Critical customer issues

Retention conversations

Difficult customer interactions

Billing-related queries

Strong understanding of customer-service KPIs, including:

SLA / Service Level

AHT,Quality,CSAT,FCR

Schedule Adherence

Shrinkage

Absenteeism

Productivity

Strong performance-management, coaching, feedback, and people-development skills.

Ability to analyze operational data, identify root causes, and implement practical corrective actions.

Working knowledge of CRM, telephony, Workforce Management (WFM), quality-monitoring, knowledge-management, and reporting tools.

Strong understanding of customer verification, privacy, data security, call recording, mandatory disclosures, complaint handling, and documentation controls.


Preferred Skills

Experience in Utilities – Electricity & Gas Customer Service.


Knowledge of:

Billing and payments

Meter reads

Collections

Move-in / Move-out processes

Customer complaints

Vulnerability handling

Customer retention

Escalation management


Bachelor’s degree in any discipline preferred.

Lean Six Sigma, COPC, coaching, or people-management certification is an added advantage.


Key Competencies

People Management, Performance Management, Customer Escalation Management, Coaching & Mentoring. Stakeholder Management, Analytical & Problem-Solving Skills, Conflict Resolution, Decision-Making, Customer-Centric Approach, Operational Excellence, Strong Communication Skills


Candidate Profile

The ideal candidate should be a strong people leader with international voice-process experience, capable of managing day-to-day operations while balancing customer experience, employee performance, quality, productivity, and compliance.

Candidates should be comfortable working in a fast-paced, target-driven environment and handling real-time customer and operational escalations.


Important Eligibility Criteria

Ex-TCS employees are not eligible to apply.


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