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Team Lead

Startek (Aegis Customer Support Services Pvt. Ltd.)

3 - 4 years

|

4 Lacs

Posted:None| Platform:

Apply

Skills Required

shrinkage csat attrition sla kra aht

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Conduct regular performance reviews, provide feedback, and coach agents to improve their skills and productivity.
Develop and implement strategies to reduce shrinkage, attrition, AHT, CSAT, and meet SLAs/KRAs.
Collaborate with other teams to resolve issues related to agent training, process improvements, or system glitches.
Analyze data reports to identify trends and areas for improvement in the contact center operations.

Desired Candidate Profile

Overall 3 years of experience 1 Year as Team Lead in BPO/Call Centre industry.
Strong understanding of KPIs such as Shrinkage, Attrition, AHT, CSAT, SLA & KRA metrics.
Excellent communication skills with ability to lead by example.
Ability to analyze data reports using tools like Excel/Google Sheets etc.

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Startek (Aegis Customer Support Services Pvt. Ltd.)

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