Hiring For Team Lead - International Voice - Chennai

Hexaware Technologies Limited; Chennai District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Hexaware Technologies is seeking a Team Lead Operations for the BPO inbound customer service domain. The role requires steering a team through night shifts with a fixed weekend off, ensuring SLA targets are met and real-time operations are smooth.

The candidate should have at least 4 years in BPO and 1.5 years of formal Team Lead experience, with strong communication and KPI tracking skills to drive CSAT/DSAT, occupancy, and shrinkage metrics.

Qualifications

• Minimum 4 years in BPO/voice processes.
• 1.5 years as Team Lead (on papers) is mandatory.
• Shift: night shift; Sat & Sun fixed off.
• KPI/CSAT/DSAT/SLA/AHT tracking
• Excellent communication and real-time management skills.
• Graduation is mandatory.

Responsibilities

• Meet SLA targets and drive team performance.
• Ensure schedule adherence and create an encouraging team environment.
• Manage voice process operations and real-time workflow.
• Monitor KPI metrics, attrition, shrinkage and occupancy.
• Maintain high CSAT/DSAT scores and cost efficiency.

Skills

Communication

Team Leadership

Real-time management

Education

Graduation

Job description

Role: Team Lead Operations

Industry: BPO Process: Inbound Customer Service

Notice Period: Only Immediate joiner to 30 days' notice

Shift - Complete Night Shift / Sat & Sun fixed Week Off

• Overall Minimum 4 years of experience into BPO & minimum 1.5 years' experience as Team Lead on papers is mandatory.
• Excellent communication and Strong Team Handling skills.
• KPI/KRA/Attrition/Shrinkage/Occupancy/CSAT/DSAT/SLA/AHT.
• Graduation - Mandate
• Should have prior experience of handling Voice Process.
• Responsible for meeting the SLA targets
• Excellent real time management skills
• Ensure schedule adherence and create an encouraging team environment.