Hiring: Team Lead – International Voice | Kolkata

Take the next step in your career!

Are you an experienced International Voice professional with strong team-handling and leadership skills? We are hiring Team Leaders to manage international customer service operations in Kolkata.

Join a dynamic team and lead performance, customer satisfaction, and operational excellence!

Job Details

• Job Title: Team Lead – International Voice

• Location: Kolkata

• Experience: 3–10 Years

• Relevant Experience: International Voice Customer Service

• Team Lead Experience: Minimum 3 Years

• Band: BPO 3/4

• Process: International Inbound / Outbound Voice

• Domain: Customer Service Operations

• Shift: Rotational shifts (including night shifts, weekends & public holidays)

Key Responsibilities

• Lead and manage an international voice customer service team.

• Monitor team performance, productivity, quality, and service levels.

• Conduct team meetings, regular coaching, and performance reviews.

• Handle customer complaints, complex queries, and escalations.

• Ensure achievement of SLA, AHT, CSAT, Quality, and FCR targets.

• Coordinate with Quality, Training, and Operations teams.

• Improve customer satisfaction and overall team performance.

Required Skills

• Strong International Voice Customer Service experience.

• Minimum 3 years of Team Lead / Acting Team Lead experience.

• Excellent English communication skills.

• Experience handling inbound and/or outbound voice processes.

• Good knowledge of customer service KPIs such as SLA, AHT, CSAT, FCR, and Quality.

• Strong leadership, team management, and coaching skills.

• Experience handling customer escalations and complaints.

• Willingness to work rotational and night shifts.

⭐ Preferred Skills

• Utilities domain experience (Electricity & Gas).

• Knowledge of billing, payments, collections, and customer retention.

• Bachelor's degree preferred.

• Lean Six Sigma / COPC certification is an added advantage.

Important Eligibility Criteria

• Ex-TCS employees are NOT eligible.

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

• Candidates must be comfortable working rotational shifts.

Interested in This Opportunity?

Don't miss this opportunity to grow your career as a Team Leader!

Apply Now by completing the questionnaire below:

Questionnaire Link:  https://myglit.com/lateral/cref/b80df13118

Please fill in all the required details accurately to proceed with your application.

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