434135 Team Lead - Voice A Kolkata

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

• 3–10 yrs of experience
• Voice process
• Escalation handling
• CRM
• Customer service
• Complaint handling
• Performance management
• Any graduate

Good to have

• Six Sigma