Team Lead – Digital (Web Chat & Email)

Location: Kolkata
Experience: 3–10 years
Relevant Experience: 3–6 years in international digital/Web Chat/Email customer service, with 3+ years in Team Lead/people-supervisory roles
Salary: Up to ₹12 LPA
Band: BPO 3/4
Process: International Digital / Web Chat / Email Customer Service
Shift: Rotational shifts, including nights/graveyard shifts, weekends & public holidays

Job Overview

We are hiring an experienced Team Lead – Digital (Web Chat & Email) to lead an international customer-service team. The role will focus on team performance, customer experience, SLA, quality, productivity, escalations, coaching, and day-to-day operations.

Key Responsibilities

• Lead and manage associates handling international Web Chat, Email, and digital customer interactions.

• Drive performance against SLA, Quality, Productivity, CSAT, FCR, and response-time KPIs.

• Conduct daily huddles, one-on-one coaching, performance reviews, and development activities.

• Provide real-time support for complex queries, complaints, escalations, retention, and billing concerns.

• Monitor chat concurrency, queue volumes, response times, email backlogs, and workload distribution.

• Ensure compliance with customer-service processes, quality standards, data privacy, verification, and documentation requirements.

• Analyse performance trends and customer feedback to identify root causes and implement corrective actions.

• Collaborate with Quality, Training, WFM, and Operations teams to resolve performance and delivery challenges.

• Support new-hire nesting, refresher training, and continuous team development.

• Maintain reports, action plans, risk trackers, and stakeholder updates.

• Identify opportunities to improve customer journeys, templates, macros, knowledge content, and FCR.

Required Skills & Experience

• 3–6 years of experience in international Digital/Web Chat/Email customer service.

• Minimum 3 years of experience as a Team Lead, Acting Team Lead, or in a people-supervisory role.

• Strong team-management and performance-management experience.

• Excellent written English with strong grammar, clarity, empathy, and professional tone.

• Experience handling complex customer interactions, complaints, escalations, and retention cases.

• Strong understanding of digital customer-service KPIs.

• Experience with CRM, chat/email platforms, WFM, quality-monitoring, and reporting tools.

• Strong coaching, analytical, problem-solving, and stakeholder-management skills.

• Willingness to work rotational shifts, including nights, weekends, and public holidays.

Preferred

• Utilities – Electricity & Gas customer-service experience.

• Knowledge of billing, payments, collections, meter readings, move-in/move-out, complaints, vulnerability, and retention.

• Bachelor's degree in any discipline preferred.

Important Information

• Ex-TCS employees are not eligible.

• PAN and DOB are required for profile creation.

• Willingness to work rotational shifts is mandatory.

• Completion of the questionnaire form is mandatory.

Mandatory Questionnaire

Please complete the questionnaire using the link below:

Questionnaire Link: ​https://myglit.com/lateral/cref/c5b352e4bf

Only candidates meeting the required criteria and completing the questionnaire will be considered.