Team Lead – Digital (Web Chat & Email)

Location: Kolkata
Experience: 3–10 Years
Process: International Digital / Web Chat / Email Customer Service
Shift: Rotational shifts, including night/graveyard shifts, weekends & public holidays

Job Description:
We are looking for an experienced Team Lead – Digital & Web Chat to manage an international customer-service team handling web chat, email, and other digital channels. The role will be responsible for team performance, customer experience, SLA, quality, productivity, escalations, coaching, and day-to-day operational delivery.

Key Responsibilities:

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

• Drive performance against SLA, quality, productivity, CSAT, FCR, response time, and other KPIs.

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

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

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

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

• Analyse performance trends and customer feedback and implement corrective actions.

• Coordinate with Quality, Training, WFM, and Operations teams.

• 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 FCR.

Required Skills & Experience:

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

• Minimum 3 years of experience in Team Lead, Acting Team Lead, or people-supervisory roles.

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

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

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

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

• Experience with CRM, chat/email platforms, WFM, quality-monitoring, and reporting tools.

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

• Willingness 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 preferred.

Important:

• Ex-TCS employees are not eligible to apply.

• PAN and DOB are required for profile creation.