Company Description Startek is a global customer experience (CX) management solutions provider delivering omnichannel CX, digital transformation, and enterprise technology services for leading brands, including Fortune 500 companies and fast-growing startups. The organization operates in 13 countries with 40,000 CX experts working both in-center and via work-at-home arrangements, enabling global reach with strong local connections.

Startek’s award-winning hybrid Startek Cloud platform, enhanced with AI capabilities, supports remote and home-based teams to ensure business agility and continuity. Centered on empathy, Startek focuses on understanding customers’ perspectives to design human-centric experiences that foster effortless one-to-one connections and long-term, profitable customer relationships. To learn more about the company and its services, visit www.startek.com.

Role Description The Team Lead role at Startek in Kolkata is a full-time, on-site position responsible for supervising and guiding a team of CX representatives to meet performance, quality, and customer satisfaction targets.

The Team

Lead will monitor daily operations, manage schedules, review KPIs, and provide regular coaching, feedback, and performance evaluations. This role will involve handling escalated customer issues, ensuring adherence to processes and compliance standards, and coordinating with cross-functional teams to resolve operational challenges.





The Team

Lead will prepare reports, analyze data to identify trends and opportunities for improvement, and support the implementation of current initiatives and best practices. The individual in this role will also foster a positive, inclusive team culture and encourage continuous learning and development.

Qualifications

- Demonstrated team leadership experience, including supervising staff, managing performance, and providing coaching and mentoring.
- Strong customer service and communication skills, with the ability to handle escalations and maintain professional, empathetic interactions.
- Experience in contact center or CX operations, including familiarity with KPIs, quality standards, and process adherence.
- Ability to analyze reports and operational data to identify issues, trends, and improvement opportunities.
- Proficiency with basic office and collaboration tools; experience with CX or CRM platforms is an advantage.
- Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
- Ability to work on-site in Kolkata and collaborate effectively with diverse teams.
- Bachelor’s degree in any discipline or equivalent experience in a supervisory role within customer experience or related fields.
- Flexibility to work shifts as required by business operations.

📌 Team Lead (Kolkata)
🏢 Startek
📍 Kolkata