Team Leader - Domestic Kannada voice process
Infosearch BPO Services Pvt · Chennai · onsite · Posted 26d ago
₹3.5L - ₹5.0L PA2–4 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
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 Kannada (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.
Interested Candidates can walk in to the below mention venue for F2F Interview ( 11:00 AM - 5:00 PM) or Contact HR Logeshwari @ [phone removed]
Walk-in to
Infosearch BPO Services Pvt Ltd,
No.237, Peters Road, Gopalapuram,
Chennai - 600 086.
Landmark: Near Satyam Cinemas.
Interview Time: 10:00 Am to 5:00 Pm
Sourced from naukri
Skills
Customer EscalationTeam HandlingDomestic BPODomestic ProcessKannadashrinkageEscalationsTeam LeadingQuery Resolution
About Infosearch BPO Services
Infosearch BPO Services Pvt
BPO
401
employees
2005
21 years old
Chennai, Tamil Nadu
India
₹2.1L PA avg
Avg at Infosearch BPO Services
₹3.5L – ₹5L PA
This role
About
Infosearch BPO is a Global Outsourcing company from India, offering BPO Services, Annotation Services, Call centers, and Data management services to all Businesses.
Industries
Financial Services
Employee ratings
10 reviews
4.2/ 5
Culture
4.8
Career growth
4.4
Work-life
4.5
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