434135 Team Lead - Voice_A_Kolkata
KolkataFull-time3–10 yrsPosted over a month ago
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years and a degree.
About the role
We are looking for an experienced Team Lead – International Voice to lead and manage a customer-service team supporting international customers through inbound and/or outbound voice channels. The role will be responsible for daily operations, team performance, coaching, customer escalations, quality, productivity, service levels, compliance, and continuous improvement.
What you'll do
- Lead and manage an international voice customer-service team to achieve service-level, quality, productivity, and customer-experience targets
- Monitor real-time operations, staffing, workload, floor performance, and service levels
- Conduct daily team huddles, one-to-one coaching sessions, performance reviews, and development activities
- Monitor agent performance through call observations, quality reviews, dashboards, and operational reports
- Provide real-time support for complex customer queries, complaints, escalations, retention cases, difficult conversations, and billing-related concerns
What you need
- Voice process
- Escalation handling
- CRM
- Customer service
- Complaint handling
- Performance management
Good to have
- Six Sigma