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Company Description Aegis B.P.O Service Private Limited is a consumer services and business process outsourcing company with operations in Noida, Uttar Pradesh, India. The organization supports clients by managing high-volume customer interactions and back-office processes. Team members work in a fast-paced environment focused on service quality, efficiency, and adherence to client requirements. Aegis offers opportunities for growth in customer service, operations, and people management roles. The company values professionalism, reliability, and a strong commitment to customer satisfaction.
Role Description The Team Leader role is a full-time, on-site position located in Noida, India. The Team Leader is responsible for supervising a team of customer care executives, ensuring that daily performance targets and service level agreements are met. Responsibilities include monitoring calls and interactions, providing coaching and feedback, managing schedules and attendance, and resolving escalated customer issues. The role involves tracking and reporting key performance metrics, implementing process improvements, and collaborating with management to achieve operational goals. The Team Leader is also expected to foster a positive, inclusive team culture and support new team members through training and mentoring.
Qualifications
- Strong team leadership and people management skills, including coaching, mentoring, and performance management.
- Solid customer service and communication skills, with the ability to handle escalations and complex customer queries.
- Experience in call center or BPO operations, including familiarity with KPIs, SLAs, and quality assurance practices.
- Organizational and time management skills, with the ability to manage shifts, staffing, and workload distribution.
- Problem-solving and decision-making abilities, with a focus on process improvement and efficiency.
- Proficiency in basic computer applications (e.g., MS Office) and comfort working with CRM or call center tools.
- Ability to work in a high-pressure environment while maintaining accuracy, professionalism, and compliance with company policies.
- Preferred qualifications: prior experience as a Team Leader or Senior Customer Care Executive, and a diploma or degree in any discipline.
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