Aman Srivastava
Team Lead
Rudrapur
Summary
Dedicated and performance-driven Team Leader with 5+ years of experience in BPO and customer service operations. Proven expertise in leading teams, improving KPIs, enhancing service quality, and ensuring SLA compliance. Strong ability to coach, mentor, and motivate teams to exceed targets while maintaining high customer satisfaction standards.
Overview
5
5
years of professional experience
Work History
Team Leader
Startek
Lucknow
05.2022 - Current
- Lead a team of customer support executives handling inbound and outbound operations.
- Monitor and manage KPIs including AHT, CSAT, Quality Scores, Productivity, and Attendance.
- Conduct daily team huddles, one-on-one feedback sessions, and performance reviews.
- Drive action plans to improve underperforming metrics and ensure SLA compliance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Aux Subject Matter Expert
Startek
Lucknow
07.2021 - 05.2022
- Provided process training and floor support to agents and new joiners.
- Assisted Team Leaders in performance management and quality improvement initiatives.
- Conducted quality audits and feedback sessions to improve service standards.
Education
CABA -MDTP - Computer Applications, Business Accounting, Multilingual DTP
NIELIT
01-2017
Bachelor - science
Kumaun University
01-2016
Skills
Team Management: Handling a team of agents, guiding them and ensuring daily targets are achieved
Performance Monitoring: Tracking KPIs like AHT, Quality, RR ,FCR and taking actions for improvement
Coaching & Mentoring: Providing regular feedback and training to improve agent performance
Timeline
Team Leader
Startek
05.2022 - Current
Aux Subject Matter Expert
Startek
07.2021 - 05.2022
CABA -MDTP - Computer Applications, Business Accounting, Multilingual DTP
NIELIT
Bachelor - science
Kumaun University