(Active )434135 Team Lead - Voice_A_Kolkata
KolkataFull-time3–6 yrsPosted 3 days ago
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years and a degree.
About the role
About the Role We are looking for an experienced and performance-driven Team Lead – International Voice Customer Service to join our team in Kolkata. The ideal candidate will have strong experience managing international inbound and/or outbound voice customer-service operations, with proven leadership skills and the ability to drive team performance, customer satisfaction, and operational excellence.
What you'll do
- Lead and manage an international voice customer-service team to achieve service-level, quality, productivity, and customer-experience targets
- Monitor daily operations, staffing, workload distribution, floor performance, and service levels
- Conduct daily team huddles, one-on-one coaching sessions, performance reviews, and employee development activities
- Monitor agent performance through call observations, quality assessments, dashboards, and operational reports
- Provide real-time assistance for complex customer queries, complaints, escalations, retention cases, and billing-related concerns
What you need
- CRM
- Voice process
- Customer service
- Complaint handling
- Escalation handling
- Customer handling
Good to have
- Performance management
- Six Sigma
- Data privacy
- Learning and development