Team Lead

Startek (Aegis Customer Support Services Pvt. Ltd.)

4 - 9 years

2 - 4 Lacs

kolkata

Posted:-1 days ago| Platform:

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Skills Required

sla e-commerce shrinkage shrinkage control aht bpo attrition control productivity team handling service level bpo operations kpi tat rostering attrition team coaching attrition management team motivation kra sla management csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Manage a team of agents to achieve sales targets through effective coaching, training, and performance evaluation.
Develop and implement strategies to reduce shrinkage, attrition, and improve overall team productivity.
Ensure timely resolution of customer complaints and maintain high levels of CSAT (Customer Satisfaction).
Monitor KPIs such as AHT, TAT, SLA, KPI, and KRA to optimize BPO operations for e-commerce clients.
Collaborate with cross-functional teams to drive business growth through innovative solutions.

Desired Candidate Profile

4-9 years of experience in BPO industry with expertise in team handling, team coaching, and team motivation.
Proven track record in reducing shrinkage rates by implementing effective retention strategies.
Strong understanding of BPO operations management principles including rostering, attrition control, productivity improvement initiatives.

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