Hiring For Team Lead - International

Hexaware Technologies; Chennai District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Hexaware Technologies in Chennai is seeking a Team Lead Operations (Voice/Inbound) with hands-on customer support experience to lead a team of 15-25 agents. The role focuses on day-to-day floor operations, coaching, and ensuring SLA/KPI adherence.

The ideal candidate has at least 2 years of Team Lead experience, strong BPO metrics knowledge (AHT, NPS, attrition/shrinkage), advanced Excel skills, and excellent communication for performance reviews and reporting.

Qualifications

• Graduate (any discipline) is mandatory.
• 2+ years as Team Lead in a customer support/BPO setup.
• Strong knowledge of key metrics: Attrition, Shrinkage, AHT, NPS.

Responsibilities

• Manage day-to-day team performance and floor operations.
• Monitor and improve attrition, shrinkage to meet targets.
• Track and optimize AHT without compromising quality.
• Drive NPS improvement through coaching and fixes.
• Conduct daily huddles, coaching, and reviews.
• Prepare and present performance reports.
• Handle escalations and ensure SLA/KPI adherence.

Skills

Team leadership

People management

Excel reporting

Communication

Coaching

Education

Graduate (any discipline)

Tools

Excel

MIS

Job description

Job Title: Team Lead Operations (Voice/ Inbound Process) - Must have exp from customer support background

Experience: with min 2 years as Team Lead on papers mandatory

Location: Chennai

Shift: Rotational Shift - Day&Night

Industry: BPO

Key Responsibilities:

• Manage day-to-day team performance and floor operations
• Monitor and improve Attrition & Shrinkage to meet workforce targets
• Track and optimize AHT (Average Handle Time) without compromising quality
• Drive NPS (Net Promoter Score) improvement through coaching and process fixes
• Conduct daily huddles, coaching sessions, and performance reviews
• Prepare and present daily/weekly/monthly performance reports
• Handle escalations and ensure SLA/KPI adherence

Required Skills:

• Strong knowledge of BPO metrics: Attrition, Shrinkage, AHT, NPS, Utilization, Occupancy, Churn, Repeat %
• Excellent people management and coaching skills
• Proficient in Excel/reporting tools; MIS knowledge preferred
• Strong communication and problem-solving skills
• Experience handling a team of 15-25 agents

Educational Qualification: Graduate (any discipline) is Mandatory.