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 1 to 3 years of experience as a Team Leader in a Domestic BPO Voice Process workplace.
- 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 Hindi (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 Keerthika @ (phone hidden)

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

📌 Walk-in || Openings For Team Leader - Domestic Hindi Voice Process (Chennai)
🏢 InfoSearch BPO Services
📍 Chennai