Team Lead
- Startek Aegis Customer
- 5 - 10 years
- Kolkata
- 3 days ago
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Job Description
Roles and Responsibilities
- Manage a team of agents to achieve targets such as AHT, CSAT, Attrition, Shrinkage, KPIs, and SLAs.
- Develop and implement strategies to reduce shrinkage and attrition rates through effective team handling techniques.
- Conduct regular performance reviews with agents to identify areas of improvement and provide coaching on KRAs (Key Result Areas).
- Ensure timely completion of tasks by monitoring agent productivity levels using BPO operations tools like rostering systems.
- Analyze data to track key metrics such as CSAT (Customer Satisfaction) scores.
Desired Candidate Profile
- 5-10 years of experience in BPO industry with expertise in team leading roles.
- Strong understanding of KPIs (Key Performance Indicators), KRAs (Key Result Areas), SLA management, and shrinkage control.
- Excellent communication skills for effective team motivation and coaching.
Startek does not charge any fees at any stage of recruitment and doesnot authorise any third party to collect payments from candidates
Please beware of fraudulent offers and report suspicious activity.
Interested candidates can apply here pu************a@st****k.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: Startek Aegis CustomerLocation(s): Kolkata
Keyskills: Team Handling CSAT SLA Management Bpo Operations KPI Rostering Shrinkage Shrinkage Control Aht Attrition Team Coaching Attrition Management Team Motivation KRA
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