WFH - Team Leader

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.