Team Lead - Voice_A_Kolkata
KolkataFull-time3–10 yrsPosted 1 week ago
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years and a degree.
About the role
We are looking for a confident and results-driven Team Lead – International Voice to lead a high-performing customer service team, improve operational performance, resolve complex customer concerns, and deliver exceptional service to international customers.Role OverviewAs a Team Lead, you will oversee daily voice operations, drive team performance, coach and develop agents, manage escalations, and ensure compliance with quality and service standards.
What you'll do
- Oversee daily voice operations, drive team performance, coach and develop agents, manage escalations, and ensure compliance with quality and service standards
What you need
- Voice process
- Customer service
- Escalation handling
Good to have
- CRM
- Performance management
- Six Sigma