Position: Team Lead – Voice_A
Location: Kolkata
Job Code: 434135
Experience: 3–10 Years
Band: BPO 3/4
Process: International Inbound / Outbound Voice Customer Service
Industry: Customer Service Operations / BPO
Shift: Rotational shifts, including night/graveyard shifts, weekends, and public holidays
Employment Type: Full-Time
Work Mode: Work from Office

Job Overview

We are looking for an experienced and result-oriented Team Lead – International Voice Process to manage and lead a customer service team handling international inbound and outbound voice operations.

The candidate will be responsible for managing day-to-day operations, driving team performance, ensuring service quality, handling customer escalations, and achieving business targets. The ideal candidate should have strong leadership, communication, coaching, and problem-solving skills, along with experience in international voice customer service operations.

Key Responsibilities

- Lead and manage a team of customer service executives handling international voice processes.

- Monitor daily operations and ensure achievement of SLA, quality, productivity, and customer satisfaction targets.

- Conduct team huddles, performance reviews, one-to-one coaching, and feedback sessions.

- Monitor agent performance through call audits, quality reports, and operational dashboards.

- Handle complex customer queries, complaints, billing issues, and critical escalations.

- Ensure compliance with company policies, customer verification procedures, data privacy, and process guidelines.

- Monitor attendance, schedule adherence, shrinkage, and team productivity.

- Analyse performance reports and identify areas for improvement.

- Coordinate with Quality,



Training, Workforce Management, and Operations teams.

- Support new-hire training, nesting, and continuous employee development.

- Drive process improvements to enhance customer experience and first-call resolution.

Required Skills & Qualifications

- 3–6 years of experience in international voice customer service operations.

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

- Strong verbal and written English communication skills.

- Experience managing inbound and/or outbound international voice processes.

- Positive knowledge of SLA, AHT, CSAT, FCR, Quality, Productivity, and other operational KPIs.

- Strong team management, leadership, coaching, and people-management skills.

- Experience handling customer complaints, escalations, and difficult customer interactions.

- Knowledge of CRM, telephony, reporting, and workforce management tools.

- Strong analytical, decision-making, and problem-solving abilities.

- Ability to work in rotational shifts, including night shifts, weekends, and public holidays.

Preferred Skills

- Experience in Utilities – Electricity and Gas Customer Service.

- Knowledge of billing, meter readings, payments, collections, and customer retention.

- Experience handling customer complaints and vulnerable customer cases.

- Lean Six Sigma, COPC, or people-management certification would be an added advantage.

- Bachelor's degree in any discipline preferred.

Important Information

- Ex-TCS employees are not eligible to apply.

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

- Candidates must be flexible to work rotational shifts, including night/graveyard shifts, weekends, and public holidays.

📌 Team Lead - International Process (Kolkata)
🏢 Gratitude
📍 Kolkata