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

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 ( 10:00 AM - 5:00 PM) or Contact HR Kaviya @ [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