- Job Description — Team Lead Cum TrainerPosition: Team Lead – Domestic Voice Process Cum Trainer
- Location:
- Koramangala, Bangalore
- Salary:
Up to ₹6 LPAExperience: 3–6 years in domestic voice/customer service, with team-handling and training experienceRole OverviewWe are looking for an experienced Team Lead Cum Trainer to manage a domestic voice-process team and drive both operational performance and employee training. The ideal candidate should have strong communication, team-management, coaching, and performance-management skills.Key ResponsibilitiesCandidate RequirementsPreferred ProfileCandidates with experience in domestic customer care, telecom, banking, e-commerce, insurance, or other high-volume voice processes will be preferred.Salary: Up to ₹6 LPA, depending on experience and interview performance.Location: Koramangala, BangaloreRole: Team Lead + TrainerLanguage: Kannada / MalayalamProcess: Domestic Voice
- Manage and motivate a team of customer service executives in a domestic voice process.
- Monitor daily team performance, productivity, quality, attendance, and adherence.
- Conduct induction, process, product, soft-skills, and refresher training.
- Identify individual training gaps and prepare coaching/action plans.
- Conduct regular call monitoring, feedback sessions, and performance reviews.
- Handle escalations and support team members in resolving customer issues.
- Maintain training records, MIS reports, performance dashboards, and other operational reports.
- Work closely with QA, Operations, and HR teams to improve overall team performance.
- Conduct team huddles and daily/weekly performance reviews.
- Ensure adherence to company policies, process guidelines, and quality standards.
- 3–6 years of experience in domestic voice/BPO/customer service.
- Previous experience as a Team Leader, Trainer, or Team Lead + Trainer is preferred.
- Strong people-management and coaching skills.
- Excellent verbal communication and presentation skills.
- Kannada or Malayalam language proficiency is mandatory.
- Should be comfortable handling escalations and difficult customer interactions.
- Good knowledge of MS Excel, MIS, and basic reporting.
- Target-oriented with the ability to manage team performance and deliver KPIs.
- Willing to work from the Koramangala, Bangalore location.
Pay: ₹25,000.00 - ₹45,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
