Team Lead - Voice | Kolkata*

*Job Code:* 434135

*Location:* Kolkata

*Experience:* 3-10 Years

*Band:* BPO 3/4

*Process:* International Inbound / Outbound Voice Customer Service

*Domain:* Customer Service Operations

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

*Job Type:* Full-time

Job Summary

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

The role will be responsible for daily operations, team performance, coaching, customer escalations, quality, productivity, service levels, compliance, and continuous improvement. The Team Lead will provide real-time floor support and work closely 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

- Monitor 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 coordinate timely and accurate resolution

- Ensure adherence to approved processes, scripts, knowledge content, customer verification, privacy, compliance, 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

- Partner 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

- Promote 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

- 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