Hexaware Hiring For Team Lead Operations - Domestic Process !

Hexaware Technologies; Thane; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Hexaware Technologies is hiring for a Team Lead Operations in Thane, Maharashtra. The role requires managing inbound customer service teams in a BPO setting, with 8 AM to 5 PM shifts and 5-day work week (Sat-Sun fixed off). You will oversee both voice and non-voice processes and ensure SLA targets are met.

Ideal candidates have at least 2 years of TL experience in BPO, good communication, and strong team handling skills. Travel domain experience is an added advantage.

Qualifications

• Minimum 2 years of TL experience in BPO (voice/non-voice).
• Graduation is mandatory.
• Strong communication and team handling skills are required.
• Travel domain experience is a plus.

Responsibilities

• Lead voice/non-voice teams to meet KPI targets and SLA.
• Monitor KPI/KRA, attrition, shrinkage, occupancy, CSAT/DSAT, SLA, and AHT.
• Ensure schedule adherence and create an encouraging team environment.
• Provide real-time guidance and coaching to the team.

Skills

Team leadership

Communication

Voice/Non-voice ops

Real-time management

Education

Graduation

Job description

Greetings from Hexaware !!!

Role: Team Lead Operations

Industry : BPOProcess: Inbound customer service

Shift - 8 AM to 5 PM

5 Days working ( Saturday and Sunday fixed off )

Roles :

• Looking a candidate with overall Minimum 2 years of experience in TL for Voice/Non Voice Process should at least 2 year on paper.( Should be from BPO Back ground )
• Travel Domain Experience - Added advantage.
• Good communication and Strong Team Handling skills.
• KPI/KRA/Attrition/Shrinkage/Occupancy/CSAT/DSAT/SLA/AHT.
• Graduation - Mandate
• Should have prior experience of handling Voice/Non Voice Process.
• Responsible for meeting the SLA targets
• Excellent real time management skills
• Ensure schedule adherence and create an encouraging team environment.