Hiring: Team Lead – International Voice | Kolkata

Take the next step in your career!

Are you an experienced International Voice professional with strong team-handling and leadership skills? We are hiring Team Leaders to manage international customer service operations in Kolkata.

Join a dynamic team and lead performance, customer satisfaction, and operational excellence!

Job Details

- Job Title: Team Lead – International Voice

- Location: Kolkata

- Experience: 3–10 Years

- Relevant Experience: International Voice Customer Service

- Team Lead Experience: Minimum 3 Years

- Band: BPO 3/4

- Process: International Inbound / Outbound Voice

- Domain: Customer Service Operations

- Shift: Rotational shifts (including night shifts, weekends & public holidays)

Key Responsibilities

- Lead and manage an international voice customer service team.

- Monitor team performance, productivity, quality, and service levels.

- Conduct team meetings, regular coaching, and performance reviews.

- Handle customer complaints, complex queries, and escalations.

- Ensure achievement of SLA, AHT, CSAT, Quality, and FCR targets.

- Coordinate with Quality, Training, and Operations teams.

- Improve customer satisfaction and overall team performance.

Required Skills





- Strong International Voice Customer Service experience.

- Minimum 3 years of Team Lead / Acting Team Lead experience.

- Excellent English communication skills.

- Experience handling inbound and/or outbound voice processes.

- Good knowledge of customer service KPIs such as SLA, AHT, CSAT, FCR, and Quality.

- Solid leadership, team management, and coaching skills.

- Experience handling customer escalations and complaints.

- Willingness to work rotational and night shifts.

⭐ Preferred Skills

- Utilities domain experience (Electricity & Gas).

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

- Bachelor's degree preferred.

- Lean Six Sigma / COPC certification is an added advantage.

Important Eligibility Criteria

- Ex-TCS employees are NOT eligible.

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

- Candidates must be comfortable working rotational shifts.

Interested in This Opportunity?

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Questionnaire Link:

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📌 Team Lead - International | Kolkata
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📍 Kolkata