Hiring: Team Lead – Digital | Web Chat & Email

Kolkata | Experience: 3–10 Years

Salary: Up to ₹12 LPA | Band: BPO 3/4

Process: International Digital / Web Chat / Email

Role: Lead an international digital customer-service team and drive SLA, quality, productivity, CSAT, FCR & customer experience .

What You’ll Do

Manage & coach digital customer-service associates
Drive performance, productivity and service levels
Handle complex queries, complaints, escalations, retention & billing cases
Monitor chat concurrency, queues, response times & email backlogs
Conduct huddles, 1:1s, coaching & performance reviews
Partner with Quality, Training & WFM teams
Analyse trends and implement corrective actions
Maintain reports,



action plans & stakeholder updates

What You Need

⭐ 3–6 years international digital/Web Chat/Email experience
⭐ 3+ years Team Lead/people-management experience
⭐ Excellent written English & digital communication
⭐ Solid coaching, analytical & problem-solving skills
⭐ Utilities experience preferred

Rotational shifts incl. nights, weekends & holidays

Ex-TCS employees not eligible.

PAN & DOB required for profile creation.

Apply & complete the questionnaire:

📌 Team Lead - Digital Web Chat & Email (Kolkata)
🏢 Gratitude
📍 Kolkata