Job Description: Team Lead – Digital (Web Chat & Email)

Job Summary

We are looking for an experienced Team Lead – Digital to manage an international customer-service team handling web chat, email, and other digital support channels. The role involves driving team performance, maintaining service quality, managing escalations, coaching associates, and ensuring efficient day-to-day operations.

The ideal candidate should have solid people-management skills, excellent written English, and hands-on experience in international digital customer service.

Key Responsibilities

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

- Monitor and drive performance against SLAs, quality, productivity, CSAT, FCR, response time, and other operational KPIs.

- Conduct daily team huddles, one-to-one coaching sessions, performance reviews, and employee development activities.

- Provide real-time support for complex customer queries, complaints, escalations, retention cases, and billing-related concerns.

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

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

- Analyze performance trends and customer feedback to identify root causes and implement corrective actions.

- Collaborate with Quality, Training, Workforce Management, and Operations teams to improve performance and service delivery.

- 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 first-contact resolution.





Required Skills and Experience

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

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

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

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

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

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

- Familiarity with CRM systems, chat/email platforms, workforce-management tools, quality-monitoring systems, and reporting tools.

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

- Willingness to work rotational shifts, including nights, weekends, and public holidays.

Preferred Qualifications and Experience

- Experience in utilities customer service, particularly electricity and gas.

- Knowledge of billing, payments, collections, meter readings, move-in/move-out processes, complaints, customer vulnerability, and retention.

- A bachelor's degree in any discipline is preferred.

Important Eligibility Criteria

- Candidates must have relevant experience in international digital, web chat, or email customer service.

- Minimum 3 years of Team Lead or supervisory experience is required.

- Candidates must be comfortable working rotational and night shifts, including weekends and public holidays.

- Former TCS employees are not eligible to apply.

- PAN and Date of Birth (DOB) are mandatory for employee profile creation.

Compensation and Work Details

- Salary: Up to ₹12 LPA

- Location: Kolkata

- Band: BPO 3/4

- Job Code: 434133

- Process: International Digital / Web Chat / Email Customer Service

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