Team Leader- Operations

Location: Startek ITPL, Bangalore Process: International BPO Designation: Team Leader- Operations Key Responsibilities: • Team Management: Monitor daily attendance, login hours, adherence, and general performance of team members. • Metric Tracking: Drive key performance indicators (KPIs) such as AHT (Average Handling Time), CSAT (Customer Satisfaction), NPS (Net Promoter Score), Attrition, and Shrinkage. • Coaching & Development: Conduct regular one-on-one feedback sessions, performance appraisals, and training updates. • SLA Compliance: Ensure the team meets client contract goals and service level agreements (SLAs). • Escalation Handling: Resolve complex customer complaints or technical escalations that agents cannot fix. • Reporting: Prepare daily, weekly, and monthly performance reports for senior management. Requirements & Qualifications: • Experience: Minimum 1 to 3 years of experience as a Team Leader in an international BPO voice or non-voice process. • Communication Skills: Exceptional verbal and written English communication skills. • Shift Flexibility: Readiness to work in 24/7 rotating shifts, including US or UK night shifts. • Analytical Skills: Strong knowledge of BPO metrics, Excel, and dashboard reporting.