Location: Kolkata
Experience: 3–10 Years
Band: BPO 3/4
Process: International Inbound / Outbound Voice
Shift: Rotational, including night/graveyard shifts, weekends and public holidays
Role Overview:
We are looking for an experienced Team Lead to manage an international voice customer-service team, drive performance, ensure service quality and deliver excellent customer experience.
Key Responsibilities:
- Lead and manage international voice customer-service teams.
- Monitor SLA, AHT, CSAT, FCR, quality and productivity.
- Conduct team huddles, coaching and performance reviews.
- Handle customer complaints, complex queries and escalations.
- Manage attendance, schedule adherence and team performance.
- Coordinate with Quality,
Training, WFM and Operations teams.
- Drive process improvements and customer satisfaction.
Required Skills:
International Voice Operations, Team Management, Customer Service, KPI/SLA Management, Quality Monitoring, Escalation Handling, Coaching and Performance Management.
Preferred: Utilities – Electricity & Gas Customer Service experience.
Eligibility: Ex-TCS employees are not eligible.
PAN and DOB are required for profile creation.
Interested candidates: Apply now and complete the screening questionnaire through the application link attached :
📌 Team Lead - International (Kolkata)
🏢 Gratitude
📍 Kolkata
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