Job title : Team Lead – International Voice Customer Service

Location: Kolkata

Job Description :  

We are looking for an experienced Team Lead to manage an International Voice Customer Service team. The role involves overseeing daily operations, driving team performance, handling customer escalations, coaching agents, and ensuring service quality and operational excellence.

Key Responsibilities : 

• Lead and manage international inbound/outbound voice customer-service teams.

• Monitor daily operations, staffing, productivity, service levels, and team performance.

• Conduct team huddles, one-to-one coaching, performance reviews, and development sessions.

• Monitor call quality, KPIs, dashboards, and operational reports.

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

• Ensure compliance with customer verification, privacy, security, and documentation procedures.

• Manage attendance, schedule adherence, shrinkage, and leave planning.

• Analyse performance trends and implement corrective actions.

• Coordinate with Quality, Training, Workforce Management, and Operations teams.

• Support new-hire nesting, refresher training, and continuous improvement initiatives.

Required Skills : 

• 3–6 years of International Voice Customer Service experience.

• Minimum 3 years in a Team Lead, Acting Team Lead, or supervisory role.

• Strong team management, coaching, and performance-management skills.

• Excellent spoken and written English communication.

• Experience handling escalations, complaints, retention, and billing-related queries.

• Knowledge of KPIs such as SLA, AHT, Quality, CSAT, FCR, adherence, and shrinkage.

• Strong analytical, problem-solving, and decision-making abilities.

• Working knowledge of CRM, telephony, WFM, and quality-monitoring tools.

Qualifications : 

• Bachelor's degree in any discipline preferred.

Important Points  : ​

• Ex-TCS employees cannot apply.
• PAN and DOB are required for profile creation.