We are looking for an experienced and result-oriented Team Leader to manage and supervise a team for the Voice & Chat Process. The ideal candidate should have robust communication, team-handling, and problem-solving skills, with experience in BPO/customer service operations.

Key Responsibilities

- Manage and supervise a team of customer service executives handling Voice and Chat processes.

- Monitor daily team performance and ensure achievement of assigned KPIs and SLAs.

- Track metrics such as AHT, CSAT, Quality, Productivity, Attendance and Adherence.

- Conduct regular team huddles, briefings, coaching and performance discussions.

- Identify performance gaps and provide timely feedback and action plans.

- Handle escalations and resolve customer/service-related issues effectively.

- Coordinate with QA, Training, WFM and Operations teams to ensure smooth process functioning.

- Prepare and maintain daily/weekly performance reports.

- Ensure compliance with company policies, process guidelines and client requirements.





- Motivate team members and maintain a positive and productive work environment.

- Manage shrinkage, absenteeism and attrition within the team.

- Ensure the team consistently meets quality and productivity targets.

Required Skills

- Excellent verbal and written communication skills.

- Strong knowledge of BPO Voice & Chat operations.

- Good team-management and leadership skills.

- Strong analytical and problem-solving abilities.

- Ability to handle escalations and difficult customers.

- Good knowledge of MS Excel and reporting.

- Ability to work in a 24x7/rotational shift environment.

- Comfortable working under pressure and meeting targets.

Eligibility

- Graduate preferred.

- Minimum 2 years of BPO/customer service experience.

- Minimum 1 year of Team Leader / Team Handling experience.

- Candidates with experience in e-commerce, food delivery, quick commerce, voice or chat support will be preferred.

- Note - Startek does not charge any fees for the hiring process.

📌 WFH - Team Leader (Delhi)
🏢 STARTEK Aegis Customer Support Services
📍 Delhi