Operations Team Lead

About US -

Our associates are central to our mission of combining people, technology, and data to deliver customer experience excellence for leading brands. As a global CX solutions provider with 38,000 people in 12 countries, our teams come from many different backgrounds with rich and varied experiences. Our Values unite us, creating a shared set of behaviors that are common to all associates across Startek regardless of region or role. Our Values work together to guide our decision-making and shape the experience of our associates, our clients, and our shareholders.

Job Description -

• Set clear objectives, define roles and responsibilities and ensure each team member aligns with the teams vision.
• Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
• Identify and address conflicts early, facilitating discussions and finding satisfactory solutions for all parties involved.
• Support team members ’professional development by providing opportunities for training and growth.
• Ensure team compliance with company policies and procedures.
• Support and guide team members to ensure they meet their individual targets and KPIs.
• Generate reports on team performance and provide regular updates to senior management.
• Handle escalated customer complaints and work to resolve them quickly and effectively
• Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time
• Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction
• Coach and train team members to improve their skills and knowledge
• Conduct regular performance evaluations and provide feedback to team members
• Collaborate with cross-functional teams to develop and implement customer service initiatives
• Prepare and present regular reports on team performance to the management team

Eligibility Criteria -

• Minimum Educational Qualification – 12th Std.(No Backlogs),Graduation will be preferred.
• Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
• 1-3 years of experience as Team Lead on papers.
• Only International Experience in BPO
• Ability to work under pressure and manage multiple tasks simultaneously.
• Knowledge of the industry’s best practices and trends for team management.
• Excellent communication, interpersonal and problem-solving skills.
• Strong leadership and organizational skills.
• Excellent analytical and decision-making acumen.

Interview Process –

• HR Screening
• Operations Round
• Salary discussion

Benefits –

• Free Transportation (2-way cab provided round the clock)

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