Roles and Responsibilities

• Manage a team of 10-12 members to achieve sales targets and improve customer satisfaction.
• Conduct daily briefings, provide coaching, and mentorship to team members.
• Identify areas for improvement and implement strategies to reduce shrinkage and attrition rates.
• Monitor KPIs such as AHT, CSAT, KRA, and KPIs to measure performance metrics.
• Ensure timely completion of tasks and projects assigned by management.

Desired Candidate Profile

• 4-5 years of experience in BPO industry with expertise in Attrition Control, Shrinkage Control, Sales Performance Management.
• Strong understanding of KPIs like AHT, CSAT, KRA, etc. .
• Excellent communication skills with ability to lead teams effectively.
• Ability to work on rotational shifts including night shifts (if required).
• Proficiency in MS Office applications.

Role: Team Leader

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

About company

Startek is a global provider of Customer Experience (CX) management solutions, offering services like omnichannel CX, digital transformation, and enterprise technology services. They serve a wide range of industries, from Fortune 500 companies to startups. Startek employs over 40,000 CX experts across 13 countries, both in-center and via work-from-home options, ensuring global reach and local connection.