Megha Walkin Drive For Team Leader and Assistant Manager - Operations

Job Title: Team Leader BPO

Location: Bangalore

Department: Operations

Job Summary:

We are seeking a dynamic and experienced Team Leader to oversee and optimize our BPO operations. The ideal candidate will be responsible for managing daily operations, ensuring SLA and KPI targets are consistently met, and maintaining critical metrics such as shrinkage, attrition, and schedule adherence.

Key Responsibilities:

• Manage day-to-day operations across assigned BPO processes (voice, non-voice, and back-office).
• Ensure adherence to SLAs, KPIs, and quality benchmarks.
• Lead, mentor, and manage a team of agents to achieve individual and team goals.
• Monitor and manage key performance metrics including attrition, shrinkage, quality, and schedule adherence.
• Collaborate with clients to understand business requirements and ensure service delivery expectations are met.
• Drive continuous improvement initiatives focused on productivity, efficiency, and customer experience.
• Generate and present operational performance reports to senior management and clients.
• Ensure strict compliance with company policies, data protection protocols, and industry regulations.

Qualifications:

• Graduate in any discipline.
• Minimum 5 years of experience in BPO operations with at least 1 year in a Team Leader role
• Strong grasp of BPO metrics, quality frameworks, and workforce management principles.
• Excellent leadership, communication, and interpersonal skills.
• Proficient in MS Office tools and commonly used BPO software.
• Ability to thrive in a fast-paced and client-focused environment.

Preferred Skills:

• Prior experience managing e-commerce clients.
• Exposure to Domestic BPO operations.
• Strong understanding of customer service delivery and escalation handling

Job Title: Assistant Manager BPO

Location: Bangalore

Department: Operations

Job Summary

We are looking for a dynamic and experienced Assistant Manager BPO to oversee and drive operational excellence across our processes. The ideal candidate will play a key role in managing daily BPO operations, ensuring service delivery meets defined SLA and KPI targets, and leading initiatives to improve overall performance and customer experience.

Key Responsibilities

• Manage daily operations for assigned BPO functions, including voice, non-voice, and back-office processes.
• Ensure consistent delivery against SLAs, KPIs, and internal quality standards.
• Lead, coach, and develop a team of agents and team leaders to achieve performance goals.
• Track and manage operational metrics such as attrition, shrinkage, quality scores, AHT, and schedule adherence.
• Serve as a point of contact for client interactions; understand expectations and ensure timely delivery.
• Identify and implement continuous improvement opportunities to enhance process efficiency and service delivery.
• Analyze trends, prepare reports, and present business insights to senior management and client stakeholders.

• Enforce compliance with organizational policies, data privacy, and regulatory requirements.

Qualifications

• Graduate in any discipline.
• 67 years of experience in BPO operations, with at least 1 year in an Assistant Manager role.
• Solid understanding of BPO metrics, quality frameworks, and workforce management tools.
• Strong leadership, problem-solving, and communication skills.
• Proficient in MS Office (Excel, PowerPoint, Outlook) and operational dashboards.
• Ability to work under pressure in a fast-paced, client-driven environment.

Preferred Skills

• Experience managing e-commerce clients or similar fast-moving verticals.
• Prior experience in Domestic BPO operations is an added advantage.
• Expertise in customer service delivery, escalations, and root cause analysis

Startek (Aegis Customer Support Services Pvt. Ltd.)

• Location:

  41, St Johns Rd, Rukmani Colony, Shivaji Nagar, Bangalore, Karnataka