Team Lead - Voice_A

Gratitude India Pvt Ltd; Kolkata District, Bengaluru, Mumbai; On-site; INR 850,000 - 1,200,000; Full time

Job summary

Gratitude India Pvt Ltd is seeking a Team Lead for International Voice Customer Service to drive team performance, SLA compliance, quality standards, and productivity. You will coach team members, handle escalations, and ensure effective service delivery for international voice processes.

The role requires 3-10 years in international voice customer service with at least 3 years in team leadership and people management, along with strong English communication skills and KPI expertise.

Qualifications

• 3-10 years of international voice customer service experience.
• 3+ years in Team Lead/people management.
• Strong English communication, KPI knowledge, coaching and escalation-handling skills.

Responsibilities

• Lead a team handling international voice customer service and service delivery.
• Monitor performance against SLA, quality, and productivity targets.
• Coach team members and manage customer escalations.

Skills

Team leadership

People management

English communication

KPI knowledge

Coaching

Escalation-handling

International voice process

Job description

Team Lead - International Voice Customer Service responsible for team performance, SLA, quality, productivity, coaching, customer escalations, and service delivery. Experience in international inbound/outbound voice process required.

Required Candidate profile

• 3-10 years of international voice customer service experience with 3+ years in Team Lead/people management. Strong English communication, KPI knowledge, coaching and escalation-handling skills.