Team Leader Operations (Sales Voice)

Startek (Aegis Customer Support Services Pvt. Ltd.); Khordha; On-site; INR 600,000 - 900,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) in Bhubaneswar seeks a Team Leader Operations to lead a sales voice team, mentor advisors, and drive targets.

You will coach on value-based selling, monitor dashboards, and coordinate with Quality and Training to ensure smooth operations. Requires a graduate with 2-3 years in an international contact center setting and at least 1 year as Team Leader.

Qualifications

• 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.
• Minimum 1 year experience as Team Leader in a sales voice/offline sales program.

Responsibilities

• Lead, mentor, and manage a team of sales advisors to meet targets.
• Conduct performance reviews and provide feedback.
• Monitor and improve team performance using KPIs.
• Coach on sales communication, handle objections, and drive conversions.
• Collaborate with Quality, Training, and Workforce Management teams.

Skills

Team Leadership

Sales Coaching

Performance Management

Quality & Training Coordination

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/offline sales program (current role).