Team Lead BPO (Telugu/Kannada/Malayalam)
Location: Chennai
Industry: BPO / Customer Service
Experience Required: 25 years (with at least 1 year in a team lead/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/outbound calls.
- Monitor team performance and provide regular coaching and feedback.
- Ensure adherence to process SLAs, quality parameters, and productivity targets.
- Handle escalated customer issues and provide resolution within TAT.
- Prepare performance reports, share daily/weekly/monthly updates with management.
- Conduct regular team meetings and motivational sessions.
- Assist in new hire training and process refresher sessions.
- Coordinate with other departments to resolve customer issues effectively.
Requirements:
- Proven experience in a BPO or call center environment.
- Minimum 1 year of experience in a team lead or supervisory role.
- Fluency in Telugu, Kannada, or Malayalam (must speak at least one).
- Good communication skills in English and Hindi.
- Strong leadership, coaching, and team management skills.
- Ability to work under pressure and handle a dynamic team environment.
- Basic knowledge of MS Excel and reporting tools.
