Job Description: Team Lead – Digital (Web Chat & Email)

Job Summary

We are looking for an experienced Team Lead – Digital to manage an international customer-service team handling web chat, email, and other digital support channels. The role involves driving team performance, maintaining service quality, managing escalations, coaching associates, and ensuring efficient day-to-day operations.

The ideal candidate should have strong people-management skills, excellent written English, and hands-on experience in international digital customer service.

Key Responsibilities

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

• Monitor and drive performance against SLAs, quality, productivity, CSAT, FCR, response time, and other operational KPIs.

• Conduct daily team huddles, one-to-one coaching sessions, performance reviews, and employee 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, customer verification, and documentation requirements.

• Analyze performance trends and customer feedback to identify root causes and implement corrective actions.

• Collaborate with Quality, Training, Workforce Management, and Operations teams to improve performance and service delivery.

• 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 and Experience

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

• 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, including grammar, clarity, empathy, and professional communication.

• Experience handling complex customer interactions, complaints, escalations, and retention cases.

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

• Familiarity with CRM systems, chat/email platforms, workforce-management tools, quality-monitoring systems, and reporting tools.

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

• Willingness to work rotational shifts, including nights, weekends, and public holidays.

Preferred Qualifications and Experience

• Experience in utilities customer service, particularly electricity and gas.

• Knowledge of billing, payments, collections, meter readings, move-in/move-out processes, complaints, customer vulnerability, and retention.

• A bachelor's degree in any discipline is preferred.

Important Eligibility Criteria

• Candidates must have relevant experience in international digital, web chat, or email customer service.

• Minimum 3 years of Team Lead or supervisory experience is required.

• Candidates must be comfortable working rotational and night shifts, including weekends and public holidays.

• Former TCS employees are not eligible to apply.

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

Compensation and Work Details

• Salary: Up to ₹12 LPA

• Location: Kolkata

• Band: BPO 3/4

• Job Code: 434133

• Process: International Digital / Web Chat / Email Customer Service