Gratitude Inc logo
GRATITUDE INC
APAC · AFRICA · U.S.A

Team Lead – Digital Web Chat & Email

128 Views 1 week ago
Experience 3–10 Year(s)
₹
Salary ₹ 75 – 1 Lacs p.m
Location Kolkata
24 candidate(s) already applied

Job Description

Hiring: Team Lead – Digital | Web Chat & Email

Kolkata | Experience: 3–10 Years
Salary: Up to ₹12 LPA | Band: BPO 3/4
Process: International Digital / Web Chat / Email

Role: Lead an international digital customer-service team and drive SLA, quality, productivity, CSAT, FCR & customer experience.

What You’ll Do

Manage & coach digital customer-service associates
Drive performance, productivity and service levels
Handle complex queries, complaints, escalations, retention & billing cases
Monitor chat concurrency, queues, response times & email backlogs
Conduct huddles, 1:1s, coaching & performance reviews
Partner with Quality, Training & WFM teams
Analyse trends and implement corrective actions
Maintain reports, action plans & stakeholder updates

What You Need

⭐ 3–6 years international digital/Web Chat/Email experience
⭐ 3+ years Team Lead/people-management experience
⭐ Excellent written English & digital communication
⭐ Strong coaching, analytical & problem-solving skills
⭐ Utilities experience preferred

Rotational shifts incl. nights, weekends & holidays
Ex-TCS employees not eligible.
PAN & DOB required for profile creation.

Apply & complete the questionnaire: https://myglit.com/lateral/cref/98e785bd5a

Key Skills

18 Skills
CRM (Customer relationship Management) Management information system (MIS) Reporting Root cause analysis Performance Management Stakeholder Management people Management Workforce Management Productivity Management CSAT email support team leadership customer experience lead Quality Management framework Good exposure in to escalation management Deep understanding of service excellence & complaint handling Team Management, SLA Management International Digital / Web Chat / Email Customer Service

Role Specifications

Role
Team Leader
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service

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About Company

Gratitude Inc
Employer

Gratitude Inc is a global company with presence across APAC, Africa, and USA. We are known for our people, innovation and customer focused approach.

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Piyush Rathi
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Recruiter - Gratitude Inc
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