Mega walk-in For Team Leader-Operations For International BPO

Startek (Aegis Customer Support Services Pvt. Ltd.); Bengaluru; Presencial; INR 450 000 - 700 000; Tempo integral

Resumo da oferta

Startek (Aegis Customer Support Services Pvt. Ltd.) in Bengaluru seeks a Team Leader- Operations to manage an international BPO, driving KPIs and ensuring SLA compliance. You will coach agents, monitor attendance and performance, and handle escalations in a 24/7 rotating shift environment.

The role requires strong English communication, analytical skills, and experience in dashboard reporting to support senior management with regular performance updates.

Qualificações

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

Responsabilidades

• Monitor daily attendance, login hours, adherence, and performance of team members.
• Drive KPIs such as AHT, CSAT, NPS, Attrition, and Shrinkage.
• Conduct regular one-on-one feedback sessions, performance appraisals, and training updates.
• Ensure the team meets client SLAs and contract goals.
• Resolve complex customer complaints or technical escalations.
• Prepare daily, weekly, and monthly performance reports for senior management.

Conhecimentos

Team Leadership

English Proficiency

Analytical Skills

Ferramentas

Excel

Descrição da oferta de emprego

Location: Startek ITPL, Bangalore Process: International BPO Designation: Team Leader- Operations

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: Strong knowledge of BPO metrics, Excel, and dashboard reporting.