Team Lead

Hello Jobseekers!!

Greetings From Shining Stars ITPL

Team Leaders

As a Team Leader, you will be responsible for managing, coaching, and motivating a team of BPO agents. Your primary goal will be to drive team performance, ensure all service level agreements (SLAs) are met, and foster a positive and productive work environment. You will be a key player in the daily operations, helping your team succeed and grow professionally.

NOTE: -

• Immediate Joiners Preferred or Max. 15-20 Days of Notice Period Can Be Considered.
• Fluency in English and Hindi Speaking is Mandatory.
• Please read the job description carefully before applying.
• Must be from BPO background.

Process We're Hiring For:

1. Kolkata

   - Insurance Sales and E-commerce Support

2. Bengaluru

   - E-commerce Sales / E-commerce Support / E-commerce Supply Chain or Seller Collaboration

3. Noida

   - International Customer Support / Domestic E-commerce Chat / Blended Support

Key Responsibilities:

• Team Leadership & Management:

• Lead and inspire a team of customer service or sales agents.
• Monitor team performance against key performance indicators (KPIs) such as sales targets, customer satisfaction scores (CSAT), average handling time (AHT), and first call resolution (FCR).
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions to drive continuous improvement.
• Act as a point of escalation for complex customer issues and provide timely, effective resolutions.

• Training & Development:

• Identify individual and team training needs and collaborate with the training department to address them.
• Provide on-the-spot coaching and feedback to improve agent skills, product knowledge, and communication techniques.
• Support new team members during their onboarding phase to ensure a smooth transition and rapid ramp-up.

• Operational Excellence:

• Monitor call queues, ticket volumes, and other operational metrics to ensure service level agreements (SLAs) are met.
• Generate and analyze performance reports to identify trends, areas for improvement, and best practices.
• Ensure adherence to company policies, procedures, and quality standards.
• Proactively address any issues that may impact team morale, performance, or customer experience.

• Communication & Collaboration:

• Maintain open and effective communication with your team, peers, and senior management.
• Collaborate with other departments (e.g., Quality Assurance, Training, HR) to support business objectives.
• Foster a positive and collaborative team environment that promotes engagement and high performance.

Experience:

Kolkata: -

• Insurance Sales -

  Overall 3 years of experience in BPO sales including 1 year as a Team Leader on paper.

• E-commerce

  - Overall 5 years of experience in BPO customer support including 2 years as a Team Leader on paper.

Bengaluru: -

• E-commerce

  - Overall 4 years of experience including 1 year as a Team Leader on paper in BPO sales or customer support or seller collaboration/supply chain. Having experience in E-commerce will be more preferable.

Noida: -

• Logistic -

  Minimum 2 years of experience in BPO customer support including 1 year as a Team Leader on paper in international process.

• E-commerce

  - Overall 3 years of experience in BPO including 2 years as a Team Leader on paper. Need only female candidate.

• Skills:

• Excellent communication skills, both verbal and written.
• Strong coaching, mentoring, and motivational abilities.
• Exceptional problem-solving and decision-making skills.
• Proficiency with CRM software, contact center technology, and performance management tools.
• Data-driven mindset with the ability to analyze metrics and generate insights.
• Ability to work in a fast-paced, high-pressure environment.

CTC:

Kolkata: -

• Insurance Sales -

  Max. 4.50 LPA

• E-commerce

  - Up to 5 LPA

Bengaluru: -

• E-commerce -

  Up to - 7 LPA (Sales), 5 LPA (E-commerce Support) and 6.50 LPA (E-commerce Seller Collaboration/Supply Chain)

Noida: -

• Logistic -

  Max. 7 LPA

• E-commerce

  - Up to 5.50 LPA

Feel free to connect over call or share your updated resume on WhatsApp @

9569433682 - Indrajeet

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