Team Lead - Voice_A_Kolkata

Team Lead – Voice_A

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 lead 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 service delivery.

Key Responsibilities

• Lead and manage an international voice customer-service team to achieve SLA, 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, performance reviews and development activities.
• Monitor agent performance through call observations, quality reviews, dashboards and operational reports.
• Handle complex customer queries, complaints, escalations, retention cases and billing-related concerns.
• Take ownership of critical customer escalations and coordinate timely resolution.
• Ensure adherence to approved processes, scripts, customer verification, privacy, compliance and documentation requirements.
• Manage attendance, schedule adherence, shrinkage and leave planning.
• Analyse performance trends, complaint drivers, 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.
• Promote a customer-focused, respectful, accountable and high-performance team culture.

Required Skills & Experience

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

Preferred

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

Important: 

• Ex-TCS employees are not eligible to apply. 
• PAN and DOB are required for profile creation.