Walk-in | Hiring For Team Leader - Domestic Telugu Voice Process

Infosearch Bpo Services; Chennai; On-site; INR 558,000 - 781,000; Full time

Job summary

Infosearch Bpo Services in Chennai is seeking a Team Leader to drive performance on AHT, CSAT and TAT while coaching a busy agent floor.

You will monitor calls, guide developmental coaching, and ensure adherence to client SLAs, with fluency in English, Tamil, and Telugu.

Join a fast-paced BPO environment that values leadership, process discipline, and staff development.

Qualifications

• Graduate degree or equivalent qualification.
• 2–4 years of experience as a Team Leader in a Domestic BPO Voice Process environment.
• Proficient in MS Excel functions like VLOOKUP, pivot tables, and performance graphing.
• Familiar with dialer operations, basic CRM tools, and Quality Assurance standards.
• Excellent English, Tamil, and Telugu communication skills (multilingual).
• Strong people management, conflict resolution, and motivational leadership abilities.
• Willingness to work in rotating shifts and handle high-stress floor situations.
• Chennai-based candidates and immediate joiners preferred.

Responsibilities

• Drive team performance to meet core metrics like AHT and CSAT.
• Monitor live calls and review recordings to evaluate agent performance and communication quality.
• Provide feedback through regular 1-on-1 coaching sessions to improve under performing team members.
• Ensure daily targets, TAT, and overall operational delivery to match client agreements.
• Manage real-time floor metrics including agent logins, aux time, and schedule adherence.
• Step in to handle critical customer escalations and resolve difficult client issues directly.
• Control team shrinkage and manage roster schedules to guarantee adequate floor coverage.
• Track and mitigate agent attrition through active motivation and career progression coaching.
• Conduct basic floor training and assist with onboarding new agents into the specific workflow.
• Maintain routine performance reports using MS Excel or specialized CRM dashboards.
• Present regular operational updates, metric performance charts, and floor risks to the Operations Manager.

Skills

Team Leadership

MS Excel

CRM tools

Dialer operations

Quality Assurance

Education

Graduate degree

Tools

CRM software

Dialer software

MS Excel

Job description

Role & responsibilities:

• Drive team performance to meet core metrics like Average Handling Time (AHT) and Customer Satisfaction (CSAT).
• Monitor live calls and review recorded sessions to evaluate agent performance and communication quality.
• Provide feedback through regular 1-on-1 coaching sessions to improve under performing team members.
• Ensure daily targets, Turnaround Time (TAT), and overall operational delivery to match client agreements.
• Manage real-time floor metrics including agent logins, aux time, and schedule adherence.
• Step in to handle critical customer escalations and resolve difficult client issues directly.
• Control team shrinkage and manage roster schedules to guarantee adequate floor coverage.
• Track and mitigate agent attrition through active motivation and career progression coaching.
• Conduct basic floor training and assist with on boarding new agents into the specific workflow.
• Maintain routine performance reports using tools like MS Excel or specialized CRM dashboards.
• Present regular operational updates, metric performance charts, and floor risks to the Operations Manager.

Candidate Requirements:

• Any graduate degree or equivalent qualification.
• Minimum 2 to 4 years of experience as a Team Leader in a Domestic BPO Voice Process environment.
• High proficiency in intermediate MS Excel functions like VLOOKUP, pivot tables, and performance graphing.
• Familiarity with dialer operations, basic CRM tools, and fundamental Quality Assurance standards.
• Exceptional communication skills in English, Tamil and Telugu(mandatory)
• Strong people management, conflict resolution, and motivational leadership skills.
• Flexibility to work in rotating shifts or handle high-stress floor situations calmly.
• Chennai Based Candidates and immediate joiners only.