Team Lead

About the Company

Startek, operating through Aegis Customer Support Services Pvt. Ltd. (Aegis Customer Support Services Private Limited), is hiring for a Team Lead role in Kolkata, India.

Role Overview

This position involves leading a team of agents in a BPO environment and ensuring that service and productivity goals are consistently met.

Key Responsibilities

• Supervise a group of agents and drive performance against important service and operational measures such as AHT, CSAT, attrition, shrinkage, KPIs, and SLAs.
• Create and apply practical methods to lower shrinkage and attrition by using effective team leadership practices.
• Carry out regular performance discussions with agents, identify development areas, and coach them on their key result areas.
• Track agent productivity and make sure work is completed on time by using BPO operational systems, including rostering tools.
• Review data and monitor critical performance indicators, including customer satisfaction scores.

Desired Candidate Profile

• Applicants should have 5 to 10 years of experience in the BPO industry, preferably in a team leadership position.
• A solid working knowledge of KPIs, KRAs, SLA management, and shrinkage control is expected.
• Strong communication skills are important for motivating the team and providing coaching support.

Eligibility

Any graduate may apply.

Important Notice

Startek does not ask for any fees at any stage of hiring and does not authorize any third party to collect money from candidates. Candidates should stay alert to fraudulent offers and report any suspicious activity.

Application

Interested candidates may contact puja.vishvakama@startek.com.