Team Leader Operations (Sales Voice)

Startek (Aegis Customer Support Services Pvt. Ltd.); Khordha; On-site; INR 500,000 - 700,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) in Bhubaneswar is seeking a Team Leader Operations for the Operations Sales Voice (Ecommerce) department. You will lead a team of sales advisors to hit targets and maintain performance dashboards.

The role requires a Graduate, 2-3 years in contact center sales, experience in international/premium environments, and at least 1 year as Team Leader in a sales voice program.

Qualifications

• Graduate in any discipline (mandatory).
• 2-3 years of work experience in a relevant Contact Center sales voice process.
• Minimum 1 year experience as a Team Leader in a sales voice sales program (current role).

Responsibilities

• Lead, mentor, and manage a team of sales advisors to meet targets.
• Maintain daily/weekly/monthly dashboards and scorecards; ensure KPI adherence.
• Coach advisors on sales communication, objection handling, and value-based selling; drive best practices.

Skills

Team leadership

Coaching

Performance management

KPI analysis

Customer engagement

Education

Graduate

Job description

Position Title: Team Leader Operations

Department: Operations Sales Voice (Ecommerce)

Location: Bhubaneswar

Key Responsibilities

1. Team & Performance Management

• Lead, mentor, and manage a team of sales advisors to meet daily/weekly/monthly sales targets.
• Conduct regular performance reviews and provide constructive feedback.
• Monitor and improve team performance using operational KPIs
• Implement performance improvement plans (PIP) for underperforming team members.

2. Operational Excellence

• Ensure adherence to SLA, process policies, and compliance requirements.
• Maintain daily and weekly operations dashboards and scorecards.
• Ensure accurate score calculation, rating mechanisms, and parameter adherence.
• Work closely with Quality, Training, and Workforce Management teams for smooth operations.
• Support new process transitions and stabilize teams during pilot phases.

3. Sales Coaching & Customer Engagement

• Coach advisors on effective sales communication, objection handling, and valuebased selling.
• Ensure that every interaction focuses on convincing customers to complete their purchase from the cart.
• Monitor call audits to identify gaps and implement targeted coaching sessions.
• Drive bestpractice sharing to enhance sales effectiveness.

Educational & Experience Requirements

• Graduate in any discipline (mandatory).
• 2-3 years of work experience in a relevant Contact Center sales voice process.
• Prior experience in international/premium contact center environments, especially during new process transitions.
• Minimum 1 year experience as a Team Leader in a sales voice sales program (current role).