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 setting.
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.
Solid 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