WFH - Team Leader

Startek (Aegis Customer Support Services Pvt. Ltd.); Gurugram District, Jaipur, Delhi; Remote; INR 600,000 - 900,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) invites applications for an experienced Team Leader to manage a voice and chat support team in a fast-paced BPO environment in Gurugram.

You will monitor daily performance, drive KPIs and SLAs, coach team members, and coordinate with QA, Training and Operations to deliver quality customer service. Prior leadership in BPO and strong communication skills are essential for success in this role.

Qualifications

• Graduate preferred.
• Minimum 2 years of BPO/customer service experience.
• Minimum 1 year of Team Leader / Team Handling experience.
• Candidates with experience in e-commerce, food delivery, quick commerce, voice or chat support will be preferred.
• Note - Startek does not charge any fees for the hiring process.

Responsibilities

• Manage and supervise a team of customer service executives handling Voice and Chat processes.
• Monitor daily team performance and ensure achievement of assigned KPIs and SLAs.
• Track metrics such as AHT, CSAT, Quality, Productivity, Attendance and Adherence.
• Conduct regular team huddles, briefings, coaching and performance discussions.
• Identify performance gaps and provide timely feedback and action plans.
• Handle escalations and resolve customer/service-related issues effectively.
• Coordinate with QA, Training, WFM and Operations teams to ensure smooth process functioning.
• Prepare and maintain daily/weekly performance reports.
• Ensure compliance with company policies, process guidelines and client requirements.
• Motivate team members and maintain a positive and productive work environment.
• Manage shrinkage, absenteeism and attrition within the team.
• Ensure the team consistently meets quality and productivity targets.

Job description

We are looking for an experienced and result-oriented Team Leader to manage and supervise a team for the Voice & Chat Process. The ideal candidate should have strong communication, team-handling, and problem-solving skills, with experience in BPO/customer service operations.

Key Responsibilities

• Manage and supervise a team of customer service executives handling Voice and Chat processes.
• Monitor daily team performance and ensure achievement of assigned KPIs and SLAs.
• Track metrics such as AHT, CSAT, Quality, Productivity, Attendance and Adherence.
• Conduct regular team huddles, briefings, coaching and performance discussions.
• Identify performance gaps and provide timely feedback and action plans.
• Handle escalations and resolve customer/service-related issues effectively.
• Coordinate with QA, Training, WFM and Operations teams to ensure smooth process functioning.
• Prepare and maintain daily/weekly performance reports.
• Ensure compliance with company policies, process guidelines and client requirements.
• Motivate team members and maintain a positive and productive work environment.
• Manage shrinkage, absenteeism and attrition within the team.
• Ensure the team consistently meets quality and productivity targets.

Required Skills

• Excellent verbal and written communication skills.
• Strong knowledge of BPO Voice & Chat operations.
• Good team-management and leadership skills.
• Strong analytical and problem-solving abilities.
• Ability to handle escalations and difficult customers.
• Good knowledge of MS Excel and reporting.
• Ability to work in a 24x7/rotational shift environment.
• Comfortable working under pressure and meeting targets.

Eligibility

• Graduate preferred.
• Minimum 2 years of BPO/customer service experience.
• Minimum 1 year of Team Leader / Team Handling experience.
• Candidates with experience in e-commerce, food delivery, quick commerce, voice or chat support will be preferred.
• Note - Startek does not charge any fees for the hiring process.