Key Responsibilities:

- Team Management: Monitor daily attendance, login hours, adherence, and general performance of team members.
- Metric Tracking: Drive key performance indicators (KPIs) such as AHT (Average Handling Time), CSAT (Customer Satisfaction), NPS (Net Promoter Score), Attrition, and Shrinkage.
- Coaching & Development: Conduct regular one-on-one feedback sessions, performance appraisals, and training updates.
- SLA Compliance: Ensure the team meets client contract goals and service level agreements (SLAs).
- Escalation Handling: Resolve complex customer complaints or technical escalations that agents cannot fix.
- Reporting: Prepare daily, weekly, and monthly performance reports for senior management.

Requirements & Qualifications:

- Experience: Minimum 1 to 3 years of experience as a Team Leader in an international BPO voice or non-voice process.
- Communication Skills: Exceptional verbal and written English communication skills.
- Shift Flexibility: Readiness to work in 24/7 rotating shifts, including US or UK night shifts.
- Analytical Skills: Solid knowledge of BPO metrics, Excel, and dashboard reporting.

Please share your resume to [email protected] or call me (phone hidden)

📌 Walkin Drive || Team Leader-Operations || BLR Hiring (Bengaluru)
🏢 STARTEK Aegis Customer Support Services
📍 Bengaluru