Team Lead/Assistant Manager - International Voice (Utilities)

Skills Voice process, international voice, Utilities, gas, electricity, Water, International voice process, Customer service, Inbound, Outbound, Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)

Education and Certification

Qualification: Minimum 15 years education, Bachelor s degree, MBA or equivalent from a reputed institution.

Detailed Job Description

Job requirement:

• 3-6 years in international voice customer service, including at least 3 years in a 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.
• Flexible with shift.

Key Skills

Mandatory Key Skills: Voice process, international voice, Utilities, gas, electricity, Water, International voice process, Customer service, Inbound, Outbound,

Good to Have Skills: Utilities domain, Gas, electricity, Water, Voice support, customer support,

Other Remarks

Open to work in global timing

Documents Mandatory- Personal, Academic and professional