Your Role

The Team Lead at B2 grade will be responsible for supervising a team of customer support representatives, ensuring efficient handling of customer inquiries, maintaining service quality, meeting operational targets, and supporting team development. The role requires strong people management capability, excellent communication skills, and C1-level language proficiency to manage high-quality customer interactions and stakeholder communication.

In this role you will play a key role in:

• Lead, supervise, and motivate a team of customer support representatives to achieve service-level, quality, productivity, and customer satisfaction targets.

• Monitor daily operations, manage workloads, allocate tasks, and ensure timely resolution of customer inquiries and escalations.

• Provide coaching, feedback, and performance support to team members through regular one-to-one discussions, call/chat/email quality reviews, and development plans.

• Handle complex or escalated customer issues professionally, ensuring accurate resolution while maintaining a positive customer experience.





• Track and review key performance indicators such as response time, resolution rate, quality score, customer satisfaction, attendance, and productivity.

• Ensure adherence to process guidelines, compliance requirements, communication standards, and company policies.

• Identify process gaps, recurring customer issues, and improvement opportunities, and share actionable recommendations with management.

• Support recent hire onboarding, process training, refresher sessions, and knowledge transfer within the team.

• Collaborate with internal stakeholders, support teams, and management to resolve operational issues and improve service delivery.

• Prepare and share team performance updates, operational reports, and action plans as required.

YOUR PROFILE

• Graduate in any discipline; additional certification in customer service, communication, quality, or people management will be an advan

📌 Team leader_Customer Support Centre (Kolkata)
🏢 Capgemini
📍 Kolkata