434133 Team Lead - Digital (Web Chat & Email) A Kolkata

About the role

We are looking for an experienced Team Lead – Digital (Web Chat & Email) to lead an international customer-service team supporting customers through web chat, email, and other digital channels. The role will be responsible for driving team performance, customer experience, service levels, quality, productivity, escalations, coaching, and overall day-to-day operational delivery.

What you'll do

• Lead and manage a team of associates handling international web chat, email, and digital customer-service interactions
• Drive performance against key operational KPIs including SLA, Quality, Productivity, CSAT, FCR, Response Time, and other business metrics
• Conduct daily team huddles, one-on-one coaching sessions, performance reviews, and development activities
• Provide real-time support for complex customer queries, complaints, escalations, retention cases, and billing-related concerns
• Monitor chat concurrency, queue volumes, response times, email backlogs, and workload distribution

What you need

• 3–10 yrs of experience
• CRM
• Customer service
• Escalation handling
• Data privacy
• VBA
• Performance management
• Any graduate

What you get

• Up to ₹12 L a year