Team Lead (Email and Calling Process - Malayalam, Tamil, Telugu, and Kannada)

Job Title: BPO Team Lead (Email and Calling Process - Malayalam, Tamil, Telugu, and Kannada)

Job Description:

We are seeking a dynamic and experienced individual to join our team as a BPO Team Lead, specializing in managing email and calling processes in South Indian languages (Malayalam, Tamil, Telugu, and Kannada). As a Team Lead, you will be responsible for overseeing a team of agents handling customer interactions via email and phone calls, ensuring high-quality service delivery, and providing feedback to team members.

Key Responsibilities:

Team Management:

Lead and motivate a team of agents handling customer interactions in South Indian languages.

Provide guidance, coaching, and support to team members to ensure optimal performance.

Conduct regular team meetings and one-on-one sessions to discuss performance goals and provide feedback.

Quality Assurance:

Audit email responses and phone calls handled by team members in Malayalam, Tamil, Telugu, and Kannada languages.

Evaluate adherence to quality standards, company policies, and client requirements.

Identify areas for improvement and provide constructive feedback to team members.

Performance Monitoring:

Monitor team performance metrics, including productivity, accuracy, and customer satisfaction.

Analyze performance data to identify trends and opportunities for improvement.

Implement strategies to address performance gaps and enhance team efficiency.

Training and Development:

Conduct training sessions on language proficiency, communication skills, and customer service best practices.

Facilitate ongoing learning and development initiatives to enhance team members language proficiency and service delivery skills.

Client Communication:

Serve as the primary point of contact for client communication related to email and calling processes.

Collaborate with clients to understand their requirements and expectations, and ensure alignment with service delivery standards.

Requirements:

Proven experience in a BPO environment, with expertise in managing email and calling processes.

Fluency in Malayalam, Tamil, Telugu, and Kannada languages or any three is essential.

Strong leadership skills with the ability to inspire and motivate team members.

Excellent communication and interpersonal skills.

Experience as a Team Lead or Subject Matter Expert (SME) in a BPO setting will be an added advantage.