Operations Team Lead

Witbloom Consultants - A Leading Training & Job Placement Firm; Chennai District; On-site; INR 500,000 - 700,000; Full time

Job summary

A leading training and job placement firm is seeking a Team Lead for their BPO operations in Chennai. The ideal candidate will manage a team of customer support executives, ensuring adherence to quality standards and productivity targets. Strong leadership and communication skills in Telugu, Kannada, or Malayalam are essential. This full-time position offers an opportunity to work in a dynamic environment with growth potential.

Qualifications

• 2-5 years experience in BPO or call center environment.
• Minimum 1 year in a team lead or supervisory role.

Responsibilities

• Manage a team of customer support executives handling calls.
• Monitor team performance and provide coaching.
• Prepare performance reports and share updates.

Skills

Leadership

Coaching

Communication

Tools

MS Excel

Job description

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Team Lead – BPO (Telugu/Kannada/Malayalam)

Experience Required: 2–5 years (including at least 1 year in a team lead or supervisory role)

Languages Preferred: Fluency in Telugu, Kannada, or Malayalam (any one is mandatory)

Key Responsibilities:

• Manage a team of customer support executives handling inbound and outbound calls.
• Monitor team performance, providing coaching and feedback regularly.
• Ensure adherence to process SLAs, quality parameters, and productivity targets.
• Handle escalated customer issues and resolve within specified TAT.
• Prepare performance reports and share updates with management.
• Conduct team meetings and motivational sessions.
• Assist in training new hires and process refreshers.
• Coordinate with other departments to resolve customer issues effectively.

Requirements:

• Proven experience in a BPO or call center environment.
• Minimum 1 year in a team lead or supervisory role.
• Fluency in Telugu, Kannada, or Malayalam (at least one language required).
• Good communication skills in English and Hindi.
• Strong leadership, coaching, and team management skills.
• Ability to work under pressure in a dynamic environment.
• Basic knowledge of MS Excel and reporting tools.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Outsourcing and Offshoring
• Consulting and Telephone Call Centers

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