Team Lead ( 'Operations' OR 'Quality' - BPO)

Job Description

Team Lead - Operations OR Quality (Inbound Voice Process) Location : Chennai, Tamil Nadu Job Type : Full-Time Industry : BPO / Call Center About Us: We are a dynamic and fast-growing BPO organization, providing exceptional services in both domestic and international markets. With a focus on delivering high-quality customer experiences, we are looking for passionate and experienced professionals to join our team. Position Overview: We are seeking a highly motivated and results-driven Team Lead for our Inbound Voice Process to openings both Operations or Quality teams. The ideal candidate will have a proven track record in managing inbound voice processes for domestic and international clients, with multilingual capabilities being a strong advantage. Key Responsibilities: Lead and manage a team of agents for inbound voice processes (both domestic and international clients). Ensure service levels, quality standards metrics (7QC tools) or Operational Metrics, and KPIs are met consistently. Develop and implement strategies to improve team performance and client satisfaction. Monitor and evaluate the performance of team members, providing regular feedback and coaching. Handle customer escalations and resolve issues effectively to ensure customer satisfaction. Conduct regular performance reviews and maintain an ongoing dialogue with team members. Ensure compliance with company policies and client-specific requirements. Analyze data and reports to improve team efficiency and quality. Collaborate with internal teams to drive operational excellence and achieve business goals. Key Requirements: Minimum 4 - 10years of experience in an Inbound Voice Process with at least 1-2 years in a Team Lead role. Strong experience in managing eithier in Operations or Quality within the inbound voice domain. Experience handling Domestic & International clients . Multilingual proficiency (preferred, but not mandatory). Excellent communication skills (both verbal and written). Strong leadership, decision-making, and problem-solving skills. Ability to work in a fast-paced, target-driven environment. Knowledge of performance metrics, quality standards, and reporting tools. Ability to work flexible shifts, including weekends if required. Preferred Qualifications: Prior experience in a BPO/Call Center environment, particularly in Inbound Voice . Proficiency in multiple languages (English, Hindi, Tamil, Telugu, Kannada or Malayalam) is a plus. Only for Quality Team Lead if Candidate has a Certification or Projects in Six Sigma or Lean Management is an added advantage . Ability to mentor and develop a high-performing team. Why Join Us? Competitive salary and benefits package. Opportunities for career growth and advancement within a global company. A dynamic work culture focused on teamwork, performance, and innovation. Multinational exposure with opportunities to work on international client projects. How to Apply: Interested candidates can send their updated resumes to Venu@intris.in or 7845000040.