Team Lead – Digital (Web Chat & Email)

Location: Kolkata
Experience: 3–10 Years
Process: International Digital / Web Chat / Email Customer Service
Shift: Rotational shifts, including night/graveyard shifts, weekends & public holidays

Job Description:
We are looking for an experienced Team Lead – Digital & Web Chat to manage an international customer-service team handling web chat, email, and other digital channels. The role will be responsible for team performance, customer experience, SLA, quality, productivity, escalations, coaching, and day-to-day operational delivery.

Key Responsibilities:

- Lead and manage a team handling international web chat, email, and digital customer-service interactions.

- Drive performance against SLA, quality, productivity, CSAT, FCR, response time, and other KPIs.

- Conduct daily huddles, one-on-one coaching, performance reviews, and development activities.

- Handle complex customer queries, complaints, escalations, retention cases, and billing concerns.

- Monitor chat concurrency, queue volumes, response times, email backlogs, and workload distribution.

- Ensure compliance with customer-service processes, quality standards, data privacy, verification, and documentation requirements.

- Analyse performance trends and customer feedback and implement corrective actions.

- Coordinate with Quality, Training, WFM, and Operations teams.

- 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 FCR.

Required Skills & Experience:

- 3–6 years of experience in international digital, web chat, or email customer service.

- Minimum 3 years of experience in Team Lead, Acting Team Lead, or people-supervisory roles.

- Strong experience managing teams in a target-driven customer-service environment.

- Excellent written English with solid grammar, clarity, empathy, and professional communication.

- Experience handling complex interactions, complaints, escalations, and retention cases.

- Good understanding of digital customer-service KPIs and performance management.

- Experience with CRM, chat/email platforms, WFM, quality-monitoring, and reporting tools.

- Strong analytical, problem-solving, coaching, and stakeholder-management skills.

- Willingness 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 preferred.

Important:

- Ex-TCS employees are not eligible to apply.

- PAN and DOB are required for profile creation.

📌 Team Lead - Digital (Web Chat & Email)_A_Kolkata (Kolkata)
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