Team Leader Jobs in Chennai BPO Call Centre

📋 Job Description

Jobzi is sourcing qualified candidates for Team Leader positions in Chennai's private BPO Call Centre sector. This is a full-time opportunity with a reputed BPO and Call Centre employer in Chennai offering competitive salary, structured growth, and a professional work environment. Tamil communication skills are preferred alongside English for professional and business interaction in Chennai.

📌 Key Responsibilities

• Manage a team of 15 to 25 customer service or non-voice executives, monitoring real-time performance against SLA and quality targets.
• Conduct daily team briefings, one-on-one coaching sessions, and performance reviews to address individual productivity and quality gaps.
• Handle floor escalations from team members and ensure timely resolution of complex customer issues within defined timelines.
• Monitor real-time dashboards for call queues, absenteeism, average handle time, and productivity deviations requiring immediate action.
• Prepare daily, weekly, and monthly team performance reports and present findings to assistant managers or operations managers.
• Manage shift rosters, leave scheduling, and intra-day adjustments to ensure adequate staffing coverage during all operational hours.
• Drive team CSAT, FCR, and quality scores by implementing targeted coaching, feedback loops, and recognition mechanisms.

🎓 Qualifications and Requirements

• Graduate degree in any discipline with a minimum of two years of BPO experience including experience in senior or mentoring roles.
• Proven ability to manage, motivate, and develop a team of BPO executives in a high-volume call centre environment.
• Strong understanding of SLA metrics, real-time queue management, and floor operations in a BPO or call centre setting.
• Proficiency in MS Excel for team reporting, performance tracking, and productivity analysis across daily and weekly cycles.
• Excellent interpersonal and conflict resolution skills to handle team issues, attendance problems, and performance counselling.
• Experience in roster management, shift scheduling, and intra-day operational adjustments in a BPO team environment.
• Prior experience as a senior customer service executive, quality analyst, or trainer with demonstrated leadership potential.
• Good Tamil and English communication skills for team coordination and client interaction in Chennai.

✅ Required Skills