Team Lead - International Voice

Gratitude India Pvt Ltd; Kolkata District, Pune District, Mumbai; On-site; INR 800,000 - 1,500,000; Full time

Job summary

Gratitude India Pvt Ltd is seeking a capable lead to head an international voice customer-service team in Kolkata. You will drive SLA attainment, quality, productivity and CSAT while coaching staff and handling escalations.

The role emphasizes staffing, compliance and performance analysis, with collaboration across Quality, Training and WFM teams to continuously improve service delivery.

Qualifications

• 3–6 years of international voice customer service experience.
• 3+ years in a Team Lead or supervisor role.
• Skilled in KPIs management, coaching, escalations, CRM, telephony and workforce tools.

Responsibilities

• Lead an international voice customer-service team and drive SLA, quality, productivity and CSAT.
• Manage coaching, escalations, staffing, compliance and performance.
• Analyse trends and partner with Quality, Training and WFM to improve service.

Skills

KPIs management

Coaching

Escalations

CRM

Telephony

Workforce tools

Education

Graduate

Tools

CRM software

Telephony platforms

Workforce management tools

Job description

Lead an international voice customer-service team, drive SLA, quality, productivity and CSAT. Manage coaching, escalations, staffing, compliance and performance, analyse trends, and partner with Quality, Training and WFM team to improve service well.

Required Candidate profile

Graduate with 3–6 years of international voice customer service, including 3+ years as a Team Lead or supervisor. Skilled in KPIs management, coaching, escalations, CRM, telephony and workforce tools.