Role: Team Lead – Digital (Web Chat & Email)_A

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.

Note:

PAN and DOB are required for profile creation.