(Active )434135 Team Lead - Voice A Kolkata

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

• 3–6 yrs of experience
• CRM
• Voice process
• Customer service
• Complaint handling
• Escalation handling
• Customer handling
• Any graduate

Good to have

• Performance management
• Six Sigma
• Data privacy
• Learning and development