Position Title: Team Leader Operations

Department: Operations Sales Voice (Ecommerce)

Location: Bhubaneswar

Key Responsibilities

1. Team & Performance Management
- Lead, mentor, and manage a team of sales advisors to meet daily/weekly/monthly sales targets.
- Conduct regular performance reviews and provide constructive feedback.
- Monitor and improve team performance using operational KPIs
- Implement performance improvement plans (PIP) for underperforming team members.

2. Operational Excellence
- Ensure adherence to SLA, process policies, and compliance requirements.
- Maintain daily and weekly operations dashboards and scorecards.
- Ensure accurate score calculation, rating mechanisms, and parameter adherence.
- Work closely with Quality, Training, and Workforce Management teams for smooth operations.
- Support new process transitions and stabilize teams during pilot phases.

3. Sales Coaching & Customer Engagement




- Coach advisors on effective sales communication, objection handling, and valuebased selling.
- Ensure that every interaction focuses on convincing customers to complete their purchase from the cart.
- Monitor call audits to identify gaps and implement targeted coaching sessions.
- Drive bestpractice sharing to enhance sales effectiveness.

Educational & Experience Requirements
- Graduate in any discipline (mandatory).
- 2-3 years of work experience in a relevant Contact Center sales voice process.
- Prior experience in international/premium contact center environments, especially during current process transitions.
- Minimum 1 year experience as a Team Leader in a sales voice/offline sales program (current role).

Interested candidates may share the resume at

[email protected]

📌 Team Leader Operations (Bhubaneswar)
🏢 STARTEK Aegis Customer Support Services
📍 Bhubaneswar