We're Hiring! Team Leader – International Voice Process | Kolkata

Are you an experienced International Voice Team Leader with strong people-management and customer-service skills? Take the next step in your career!

We are looking for a dynamic Team Leader – International Voice to manage and motivate a customer-service team, drive operational performance, handle customer escalations, and ensure excellent service delivery.

Job Details

- Location: Kolkata
- Role: Team Leader – International Voice
- Process: International Inbound / Outbound Voice
- Experience: 3–10 years
- Team Leadership Experience: Minimum 3 years
- Shift: Rotational shifts, including night/graveyard shifts, weekends and public holidays
- Domain: Customer Service Operations

Key Responsibilities
- Lead and manage an international voice customer-service team.
- Drive team performance against SLA, AHT, Quality, CSAT and productivity targets.
- Monitor daily operations, attendance, schedule adherence and service levels.
- Conduct team huddles, one-to-one coaching and performance reviews.
- Handle complex customer complaints, escalations and retention cases.
- Provide real-time floor support and guidance to agents.
- Monitor call quality and ensure compliance with processes and policies.
- Analyse performance reports and implement improvement plans.
- Coordinate with Quality, Training, Workforce Management and Operations teams.
- Support new-hire training, nesting and ongoing team development.

Mandatory Requirements
- 3–6 years of international voice customer-service experience.




- Minimum 3 years of experience as a Team Leader, Acting Team Leader or in a people-supervisory role.
- Experience managing inbound and/or outbound international voice teams.
- Solid spoken and written English communication skills.
- Good understanding of customer-service KPIs such as SLA, AHT, CSAT, FCR, Quality and adherence.
- Strong team management, coaching and problem-solving skills.
- Experience handling customer escalations, complaints and difficult conversations.
- Working knowledge of CRM, telephony and reporting tools.
- Willingness to work rotational shifts, including night shifts, weekends and public holidays.

Preferred Qualifications
- Experience in Utilities – Electricity & Gas Customer Service.
- Knowledge of billing, meter readings, payments, collections and customer retention.
- Bachelor's degree in any discipline.
- Lean Six Sigma, COPC or coaching certification is an added advantage.

Important Eligibility Criteria
- Former TCS employees are not eligible to apply.
- PAN and Date of Birth (DOB) will be required for candidate profile creation during the recruitment process. These details should be submitted only through the authorized and secure recruitment process.

Ready to Lead and Make an Impact? If you have strong international voice experience and proven team leadership skills, apply now!

Apply today and take your leadership career forward!

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Pay: ₹90,000.00 - ₹100,000.00 per month

Work Location: In person

📌 Team Leader – International Voice Process | Kolkata
🏢 Gratitude India
📍 Kolkata