Multi Language Team Leader

Multi-Language Team Leader (TL) – Call Centre OperationsPosition Title: Team Leader (TL) – Multi-Language Operations Location: Office-Based Languages Required: Proficient in English along with excellent understanding/speaking skills in South & West Indian languages: Tamil, Telugu, Kannada, Marathi, and Malayalam.

Position Objective:To oversee and drive day-to-day call centre operations for multi-lingual calling processes. The ideal candidate will manage team productivity, ensure quality compliance across different language buckets, handle regional client/customer escalations, and deliver end-to-end operational targets.

• Key Responsibilities:1. Multi-Lingual Team & Performance ManagementLanguage Bucket Allocation: Divide and allocate data/leads to telecallers based on their regional language expertise (Tamil, Telugu, Kannada, Marathi, Malayalam) to optimize connectivity and customer comfort.
• Real-Time Monitoring: Monitor live performance metrics—Dials, Connected Calls, Contact %, Conversion/Rating %, and Adherence across all language segments.
• Productivity Optimization: Identify language-specific bottlenecks (e.g., if connectivity is low in a specific state or region) and realign calling strategies accordingly.
• 2. Quality Assurance & Script AdherenceLanguage-Specific Audits: Conduct and oversee regular live call audits to ensure regional telecallers are strictly adhering to the approved scripts and compliance standards in their respective languages.
• Translation & Localization Support: Assist the training team in translating or localizing central scripts, FAQs, and updates into regional contexts without losing the core process meaning.
• Coaching & Feedback: Provide documented feedback and one-on-one coaching to low performers across different language teams.
• 3. Operational Control & ComplianceAttendance & Discipline: Verify daily attendance, login timeliness, and monitor idle/pause limits (strictly tracking exceptions exceeding 2 minutes).
• System & VPN Compliance: Enforce strict IT guidelines, ensuring team members provide VPN connectivity confirmation before receiving any multi-factor Authenticator Codes.
• Leave Management: Enforce company leave policies, monitoring unauthorized absences and immediately escalating cases of continuous absence (>3 days) to HR.
• 4. Client Coordination & Escalation HandlingEscalation Management: Step in to resolve critical customer complaints or escalations that require advanced fluency in English or any of the specified regional languages.
• TAT Adherence: Actively monitor client communication channels (WhatsApp groups/Email) and deliver requested data, summaries, or call recordings within the standard 10-minute turnaround time.
• 5. Reporting & Data AnalysisDaily Reporting: Compile, analyze, and update daily performance records, attendance, and activity logs in the company ERP.
• Target vs Achievement: Review Power BI or central dashboards to prepare Target vs Achievement and End-of-Day (EOD) operational reports for management.
• Desired Candidate Profile / Requirements:Experience: Minimum 2–4 years of experience as a Team Leader / Supervisor in a domestic or international call centre (Outbound/Inbound).
• Language Skills: Mandatory high proficiency in English and at least 3 to 4 of the requested regional languages (Tamil, Telugu, Kannada, Marathi, Malayalam). Understanding regional cultural nuances is a huge plus.
• Technical Skills: Hands-on experience with Call Centre Dialers, CRM/ERP software, MS Excel, and Power BI reporting dashboards.
• Leadership: Strong communication, conflict-resolution, and team-motivating skills to handle a diverse cultural workforce.

How to Apply:Interested candidates can share their updated resume or reach out via:

• 📞 Contact Number: +91-809474088
• 📧 Email ID: hr@mediatechtemple.com (Please mention "Application for Multi-Language Team Leader" in the subject line)