Job Description

We are looking for a motivated and result-driven Call Centre Team Leader to oversee a team of customer service representatives. The ideal candidate will be responsible for ensuring the team meets performance targets, providing coaching and support, and maintaining a high standard of customer service. This role requires strong leadership skills, problem-solving abilities, and the ability to drive team performance in a fast-paced environment.

Key Responsibilites:

• Supervise, coach, and mentor a team of call centre agents to achieve individual and team goals.
• Monitor team performance, analyze key metrics, and provide feedback to improve efficiency and quality.
• Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and knowledge.
• Handle escalated customer issues and ensure timely resolution.
• Ensure adherence to company policies, procedures, and customer service standards.
• Drive team motivation through engagement initiatives, rewards, and recognition.
• Collaborate with management to implement process improvements and optimize call centre operations.
• Maintain accurate records of team performance, attendance, and progress.

Key Requirements:

• Proven experience as a Team Leader/Supervisor in a call centre or customer service environment.
• Strong leadership, coaching, and motivational skills.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Ability to analyze date and implement strategies to improve performance.
• Proficiency in call centre software, reporting tools, and CRM systems.
• Ability to handle a fast-paced environment and manage multiple priorities.
• Flexibility to work in shifts, including weekends and holidays, if required.

In a world where customers consistently interact with your brand across multiple channels-including digital and social-we at Startek value our ability to effectively garner those interactions and CX insights, analysing, unlocking, and providing intelligence that drives digital transformation and further revenues for you, our client.

Put simply: we break down the complexity of your customer lifecycle and help your customers build and sustain emotional connections with your brand.

Our tech-enabled and Human assisted digital solutions build both on your CX requirements and our business transformation expertise and willingness to consistently pivot, innovate, and take advantage of new digital technologies.

It’s a robust approach. We’ve partnered with global brands for over 3 decades now -working with them across their consumer value chain and providing new age customer experience solutions and insights that are helping them define and reach their target audiences with greater efficiency and better value for every dollar spent.

Our partnerships have always been about more than building emotional connections with customers; they are about using artificial intelligence, omnichannel orchestration and providing CX insights & technologies, that has the power for digital transformation We do this across 46 locations in 13 countries, with over 40,000 employees managing almost half a billion customer interactions every year for over 150 clients in different industries.

*** DISCLAIMER***

With the increase of remote positions since COVID, many companies have seen an increase in false representation recruiters and offering fraudulent positions/pay rates that do not exist.

These messages are from anonymous sources and crafted to appear as they are being sent from Startek recruiters. All communication from Startek will have an email address from “startek.com”.

Additionally, a scam message can request funds or other personal information prior to the offer letter being released. This is not a standard operating procedure for Startek to be employed with the organization.

Startek is not responsible for any fraudulent representing the company.