Team Lead - Voice_A

Location: Kolkata
Experience: 3–10 Years
Band: BPO 3/4
Salary: Up to ₹12 LPA
Process: International Inbound / Outbound Voice Customer Service
Domain: Customer Service Operations
Shift: Rotational shifts, including night/graveyard shifts, weekends and public holidays

About the Role

We are looking for an experienced Team Lead – International Voice to manage and develop a customer-service team supporting international customers through inbound and/or outbound voice channels. The role will be responsible for team performance, service levels, quality, productivity, customer escalations, coaching and compliance.

Key Responsibilities

• Lead and manage an international voice customer-service team to achieve SLA, Quality, AHT, CSAT and productivity targets.

• Monitor real-time operations, staffing, workload, attendance, schedule adherence and service levels.

• Conduct daily huddles, one-to-one coaching, performance reviews and development sessions.

• Monitor agent performance through call observations, quality reports, dashboards and operational metrics.

• Handle complex customer queries, complaints, retention cases, billing concerns and critical escalations.

• Ensure adherence to processes, scripts, customer verification, privacy, compliance and documentation requirements.

• Analyse performance trends, repeat contacts, complaints and customer feedback to identify root causes and corrective actions.

• Partner with Quality, Training, WFM and Operations teams to address performance and staffing gaps.

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

• Maintain performance trackers, action plans, risk logs and operational reports.

• Drive initiatives to improve FCR, customer experience, productivity and service quality.

• Build a customer-focused, accountable and high-performance team culture.

Required Skills & Experience

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

• Experience managing teams in a target-driven inbound/outbound voice environment.

• Excellent spoken and written English with strong communication and active-listening skills.

• Strong experience in customer complaints, escalations, difficult conversations, retention and billing-related queries.

• Good understanding of SLA, AHT, Quality, CSAT, FCR, adherence, shrinkage and absenteeism.

• Strong coaching, feedback, performance-management 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 and compliance requirements.

• Willingness to work rotational/night shifts, weekends and public holidays.

Preferred Qualifications

• 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 in any discipline preferred.

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

Important Information

• Ex-TCS employees are not eligible to apply.

• PAN and DOB are required for profile creation.

• Candidates must be comfortable working rotational shifts, including night/graveyard shifts.

Application / Questionnaire

Interested candidates are requested to complete the questionnaire below:

Questionnaire Link: https://myglit.com/lateral/cref/bb8d41b449

Please complete the questionnaire to proceed with your application.