Team Lead – International Voice Customer Service

Location: Kolkata

Experience: 3–10 Years

Band: BPO 3/4

Job Code: 434135

Process: International Inbound / Outbound Voice Customer Service

Domain: Customer Service Operations

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

Job Summary

We are seeking an experienced Team Lead – International Voice to lead and manage a customer-service team supporting international customers through inbound and/or outbound voice channels.

The role involves overseeing daily operations, driving team performance, coaching, managing customer escalations, and ensuring quality, productivity, service levels, compliance, and continuous improvement. The Team Lead will provide real-time floor support and collaborate with Quality, Training, Workforce Management, and Operations teams to ensure consistent service delivery.

Key Responsibilities

- Lead and manage an international voice customer-service team to achieve service-level, quality, productivity, and customer-experience targets.

- Monitor real-time operations, staffing, workload, floor performance, and service levels.

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

- Track agent performance through call observations, quality reviews, dashboards, and operational reports.

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

- Take ownership of critical customer escalations and ensure timely and accurate resolution.

- Ensure compliance with approved processes, scripts, knowledge content, customer verification, privacy, and documentation requirements.

- Manage attendance, schedule adherence, shrinkage, and leave planning in line with business requirements.

- Analyse performance trends, repeat contacts, complaint drivers, escalations, and customer feedback to identify root causes and corrective actions.

- Collaborate with Quality, Training, Workforce Management, and Operations teams to address skill gaps, quality issues, staffing risks, and service interruptions.

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

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

- Identify opportunities to improve first-contact resolution, customer effort, productivity, and overall service quality.

- Foster a customer-focused, respectful, 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, or people-supervisory role.

- Proven experience managing teams in a target-driven inbound and/or outbound voice environment.

- Strong spoken and written English with clear pronunciation, active listening, empathy, and professional communication skills.

- Experience handling complex customer interactions, complaints, critical escalations, retention conversations, and billing-related queries.

- Good understanding of customer-service KPIs, including SLA, AHT, Quality, CSAT, FCR, adherence, shrinkage, absenteeism, and schedule compliance.

- Strong performance-management, coaching, feedback, and people-development skills.

- Ability to analyse operational data, identify root causes, and implement practical corrective actions.

- Working knowledge of CRM, telephony, workforce management, quality monitoring, knowledge-management, and reporting tools.

- Understanding of customer verification, privacy, data security, call recording, mandatory disclosures, complaint handling, and documentation controls.

- Willingness to work rotational shifts, including night/graveyard 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.