Team Lead

Startek (Aegis Customer Support Services Pvt. Ltd.); Kolkata District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) is seeking an experienced BPO Team Lead to manage a team of agents and drive performance on metrics like AHT, CSAT, attrition, and SLAs. You will monitor productivity via rostering systems and coach agents based on KRAs to improve overall customer experience.

The role emphasizes shrinking shrinkage, implementing effective strategies, and conducting regular performance reviews to raise KPI outcomes and customer satisfaction across the operation.

Qualifications

• 5-10 years of experience in the BPO industry with team-leading expertise.
• Strong understanding of KPIs, KRAs, SLA management, and shrinkage control.
• Excellent communication skills for effective team motivation and coaching.

Responsibilities

• Manage a team of agents to achieve targets such as AHT, CSAT, Attrition, Shrinkage, KPIs, and SLAs.
• Develop and implement strategies to reduce shrinkage and attrition rates through effective team handling techniques.
• Conduct regular performance reviews with agents to identify areas of improvement and provide coaching on KRAs (Key Result Areas).
• Ensure timely completion of tasks by monitoring agent productivity levels using rostering systems.
• Analyze data to track key metrics such as CSAT (Customer Satisfaction) scores.

Skills

Team leadership

Performance management

Coaching

Data analysis

KPI management

SLA management

Tools

Rostering systems

BPO tools

Job description

Roles and Responsibilities

• Manage a team of agents to achieve targets such as AHT, CSAT, Attrition, Shrinkage, KPIs, and SLAs.
• Develop and implement strategies to reduce shrinkage and attrition rates through effective team handling techniques.
• Conduct regular performance reviews with agents to identify areas of improvement and provide coaching on KRAs (Key Result Areas).
• Ensure timely completion of tasks by monitoring agent productivity levels using BPO operations tools like rostering systems.
• Analyze data to track key metrics such as CSAT (Customer Satisfaction) scores.

Desired Candidate Profile

• 5-10 years of experience in BPO industry with expertise in team leading roles.
• Strong understanding of KPIs (Key Performance Indicators), KRAs (Key Result Areas), SLA management, and shrinkage control.
• Excellent communication skills for effective team motivation and coaching.