Role: Team Lead - Digital (Web Chat & Email)_A
Location: Kolkata
Experience: 3 to 10 years
Band: BPO 3/4
Salary: up to 12 LPA
Job code: 434133
Process: International Digital / Web Chat / Email Customer Service
Shift: Rotational shifts, including night/graveyard shifts, weekends, and public holidays

Job Summary

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

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

Key Responsibilities
Lead and manage a team of associates handling international web chat, email, and digital customer-service interactions.
Monitor and drive performance against SLA, quality, productivity, CSAT, FCR, response time, and other operational KPIs.
Conduct daily huddles, one-to-one coaching, 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 adherence to 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.
Work closely with Quality, Training, Workforce Management, and Operations teams to address performance and delivery challenges.
Support new-hire nesting, refresher training, and continuous team development.
Maintain operational reports, action plans, risk trackers, and stakeholder updates.
Identify opportunities to improve customer journeys, templates, macros, knowledge content, and first-contact resolution.
Required Skills & Experience
3–6 years of experience in international digital, web chat, or email customer service.
Minimum 3 years of experience in a Team Lead, Acting Team Lead, or people-supervisory role.
Strong experience managing teams in a target-driven customer-service environment.
Excellent written English with strong grammar, clarity, empathy, and professional tone.
Strong experience in handling complex customer interactions, complaints, escalations, and retention cases.
Good understanding of digital customer-service KPIs and performance management.
Experience with CRM, chat/email platforms, workforce-management, quality-monitoring, and reporting tools.
Strong analytical, problem-solving, coaching, and stakeholder-management skills.
Ability to work rotational shifts, including nights, weekends, and public holidays.
Preferred
Experience in Utilities – Electricity and Gas customer service.
Knowledge of billing, payments, collections, meter readings, move-in/move-out, complaints, vulnerability, and customer retention.
Bachelor's degree in any discipline is preferred.


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