Operations Team Lead

Startek (Aegis Customer Support Services Pvt. Ltd.); Bengaluru; On-site; INR 400,000 - 500,000; Full time

Benefits offered by this job

Free Transportation (2-way cab)

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) in Bengaluru (ITPL) is seeking a Team Lead to drive customer service excellence. You will set objectives, assign roles, monitor KPIs, and guide the team to meet targets through coaching and feedback.

The ideal candidate has 1+ year of team leadership experience, strong communication skills, and the ability to handle pressure while delivering quality service. 12th pass with graduation preferred; transportation is provided.

Qualifications

• Leadership and people management experience, with ability to guide a team toward targets.
• Strong communication and interpersonal skills to interact with customers professionally.
• Minimum 1 year of experience as Team Lead in a similar role.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Knowledge of best practices and trends in team management.
• Analytical and decision-making abilities.

Responsibilities

• Set clear objectives, define roles and responsibilities and ensure each team member aligns with the team’s vision.
• Communicate expectations, goals and feedback to the group regularly and resolve concerns.
• Identify and address conflicts early, facilitating discussions and solutions.
• Support professional development with training and growth opportunities.
• Ensure team compliance with company policies and procedures.
• Guide team members to meet targets and KPIs.
• Generate reports on team performance and provide updates to senior management.
• Handle escalated customer complaints and resolve them quickly.
• Monitor metrics such as call quality, CSAT, and AHT.
• Identify areas for improvement and implement strategies to enhance performance and satisfaction.
• Coach and train team members to improve skills and knowledge.
• Conduct regular performance evaluations and provide feedback.
• Collaborate with cross-functional teams to implement customer service initiatives.
• Present regular reports on team performance to management.

Skills

Team leadership

People management

Communication skills

Performance monitoring

Education

12th pass

Graduation preferred

Job description

5 days working Rotational Shifts and Rotational Weekoffs

Location - ITPL,Bengaluru

About US -

Our associates are central to our mission of combining people, technology, and data to deliver customer experience excellence for leading brands. As a global CX solutions provider with 38,000 people in 12 countries, our teams come from many different backgrounds with rich and varied experiences. Our Values unite us, creating a shared set of behaviors that are common to all associates across Startek regardless of region or role. Our Values work together to guide our decision-making and shape the experience of our associates, our clients, and our shareholders.

Job Description -

• Set clear objectives, define roles and responsibilities and ensure each team member aligns with the teams vision.
• Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
• Identify and address conflicts early, facilitating discussions and finding satisfactory solutions for all parties involved.
• Support team members professional development by providing opportunities for training and growth.
• Ensure team compliance with company policies and procedures.
• Support and guide team members to ensure they meet their individual targets and KPIs.
• Generate reports on team performance and provide regular updates to senior management.
• Handle escalated customer complaints and work to resolve them quickly and effectively
• Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time
• Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction
• Coach and train team members to improve their skills and knowledge
• Conduct regular performance evaluations and provide feedback to team members
• Collaborate with cross-functional teams to develop and implement customer service initiatives
• Prepare and present regular reports on team performance to the management team

Eligibility Criteria -

• Minimum Educational Qualification – 12th Std.(No Backlogs),Graduation will be preferred.
• Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
• Minimum 1 years of experience as Team Lead on role
• Ability to work under pressure and manage multiple tasks simultaneously.
• Knowledge of the industry’s best practices and trends for team management.
• Excellent communication, interpersonal and problem-solving skills.
• Strong leadership and organizational skills.
• Excellent analytical and decision-making acumen.

Interview Process –

• HR Screening
• Operations Round
• Salary discussion

Benefits –

• Free Transportation (2-way cab provided round the clock)