Team Lead - OPS
Operations Maintenance & Support
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AI summary of this job
Beta Read in 10 secondsA Team Lead - OPS role at Startek (Aegis Customer Support Services Pvt. Ltd.) in Remote for people with 3–4 years of experience. You'll handle team performance, daily operations like rostering and call monitoring, and analyze KPIs such as AHT, TAT, CSAT, and SLA. You'll also develop strategies for attrition control and team motivation.
- Work from office
- 3–4 years
What you'll do
- Manage team performance for SLAs and KPIs
- Oversee daily operations and call monitoring
- Analyze KPIs to identify improvements
Good fit if you
- Have 3–4 years of experience
- Understand call center operations and KPI analysis
- Possess excellent communication skills
AI-generated from the job description. Check the full description before you apply.
Job Description
Roles and Responsibilities
- Manage team performance, ensuring adherence to SLAs and KPIs.
- Oversee daily operations, including rostering, call monitoring, escalation management, and shrinkage control.
- Analyze KPIs such as AHT, TAT, CSAT, and SLA to identify areas for improvement.
- Develop strategies to reduce attrition rates through effective team motivation and employee engagement initiatives.
- Collaborate with other teams to resolve issues related to service level agreements (SLAs) violations.
Desired Candidate Profile
- 3-4 years of experience 1 Year as Team Lead in BPO operations or similar industry.
- Strong understanding of Attrition Control, Attrition Management, Call Center Operations, Call Monitoring, Escalation Management, KPI Analysis & Monitoring.
- Excellent communication skills with ability to lead cross-functional teams effectively.
Skills
Team LeadingRosteringBPOTeamCSATCenterControlTeam MotivationOperationsDaily OperationsCall CenterBpoIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
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