Team Lead - International Voice

Job Purpose

Lead an international voice customer-service team to deliver consistent customer experience, quality, productivity, compliance and service-level outcomes. The role is accountable for daily operations, people performance, coaching, complex escalation support, customer retention, accurate resolution of billing and account queries, risk control and continuous improvement. The Team Lead acts as the first level of operational leadership for associates and works with support functions and stakeholders to maintain stable delivery.

Job Requirements*

• 5-9 years of international voice customer-service experience, including at least 2 years in a team-lead, acting-team-lead or people-supervisory role.

• Demonstrated experience managing customer-service associates in a target-driven inbound and/or outbound voice environment.

• Strong command of spoken and written English, with clear pronunciation, active listening, professional call control and stakeholder communication.

• Experience handling critical escalations, irate customers, retention conversations, complex billing explanations, complaints and sensitive customer situations.

• Working knowledge of operational metrics such as service level, average handling time, quality, customer satisfaction, first-contact resolution, adherence, shrinkage, absenteeism, attrition and schedule compliance.

• Experience in performance management, one-to-one coaching, feedback, development planning, recognition and corrective-action follow-up.

• Ability to interpret operational data, identify root causes, prioritise risks and convert findings into practical actions.

• Working knowledge of CRM, telephony, workforce-management, quality-monitoring, knowledge-management and reporting tools.

• Understanding of customer verification, privacy, data security, call recording, mandatory disclosures, complaint handling and documentation controls.

• Utilities customer-service knowledge covering electricity and gas, billing, meter reads, payments, collections, move-in/move-out, complaints, vulnerability and retention is preferred.

• Ability to work rotational shifts and provide floor support during business-critical periods.

Key Responsibilities*

• Own daily delivery for the assigned international voice team, including start-of-shift readiness, staffing, work allocation, floor control and end-of-day review.

• Drive achievement of agreed service-level, quality, productivity, customer-experience and compliance targets through active monitoring and timely intervention.

• Conduct daily huddles to communicate priorities, performance, process updates, risks, customer themes and required actions.

• Monitor agent performance through live observations, call reviews, dashboards and operational reports, and provide clear, evidence-based feedback.

• Conduct structured one-to-one coaching, create improvement plans, follow up agreed actions and recognise sustained performance.

• Provide real-time support for complex queries, difficult conversations, irate customers, complaint cases, retention opportunities and complex billing explanations.

• Take ownership of critical customer escalations within the defined authority, coordinate resolution and ensure accurate communication and documentation.

• Ensure associates use approved processes, knowledge content, scripts and systems and maintain accurate CRM or case notes.

• Partner with Quality, Training, Workforce Management and Operations support teams to address skill gaps, staffing risks, quality defects and service interruptions.

• Manage attendance, schedule adherence, unplanned shrinkage and leave planning in line with operational requirements and applicable policy.

• Review performance trends, repeat contacts, complaint drivers, transfer rates, escalation themes and customer feedback to identify root causes and corrective actions.

• Support new-hire transition, nesting, refresher training and continued capability development for the team.

• Maintain operational governance through action trackers, performance reviews, risk logs, audit evidence and timely stakeholder updates.

• Escalate material customer, compliance, people, system or delivery risks through the appropriate governance channel.

• Identify opportunities to simplify processes, reduce customer effort, improve first-contact resolution and strengthen team productivity.

• Promote a respectful, inclusive, customer-focused and accountable team culture.