Team Lead – Digital (Web Chat & Email)

Job Code: 434133

Location: Kolkata

Experience: 3–10 years

Relevant Experience: 3–6 years in International Digital / Web Chat / Email Customer Service

Band: BPO 3/4

Salary: Up to ₹12 LPA

Process: International Digital / Web Chat / Email Customer Service

Shift: Rotational shifts, including night/graveyard shifts, weekends & public holidays

Job Summary

We are looking for an experienced Team Lead – Digital (Web Chat & Email) to lead an international customer-service team supporting customers through web chat, email, and other digital channels.

The role will be responsible for driving team performance, customer experience, service levels, quality, productivity, escalations, coaching, and overall day-to-day operational delivery.

Key Responsibilities

Lead and manage a team of associates handling international web chat, email, and digital customer-service interactions.

Drive performance against key operational KPIs including SLA, Quality, Productivity, CSAT, FCR, Response Time, and other business metrics.

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

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

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

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

Analyse performance trends, customer feedback, and operational data to identify root causes and implement corrective actions.

Partner with Quality, Training, Workforce Management (WFM), and Operations teams to resolve performance and delivery challenges.

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

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

Identify opportunities to improve customer journeys, response templates, macros, knowledge content, and First Contact Resolution (FCR).

Manage escalations effectively while ensuring a high standard of customer experience and process adherence.

Required Skills & Experience

3–6 years of experience in international digital, web chat, or email customer service.

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

Strong experience managing teams in a target-driven customer-service/BPO environment.

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

Strong experience handling complex customer interactions, complaints, escalations, and retention cases.

Good understanding of digital customer-service KPIs and performance-management practices.

Hands-on experience with CRM, chat/email platforms, WFM, quality-monitoring, and reporting tools.

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

Ability to work in rotational shifts, including night/graveyard shifts, weekends, and public holidays.

Preferred Experience

Candidates with experience in Utilities – Electricity & Gas customer service will be preferred.

Knowledge of the following will be an added advantage:

Billing and payments

Collections

Meter readings

Move-in / Move-out processes

Customer complaints

Vulnerability handling

Customer retention

Escalation management

Education

Bachelor’s degree in any discipline is preferred.

Important Information

Ex-TCS employees are not eligible to apply.

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