Hiring For Team Leader - International Process

Hexaware Technologies; Chennai District; On-site; INR 1,004,000 - 1,339,000; Full time

Job summary

Hexaware Technologies in Chennai seeks a Team Lead Operations to manage day-to-day floor activities in a voice/inbound international customer service setup. The role requires 2+ years of team-lead experience and a graduate degree. The incumbent will drive NPS, optimize AHT, and coach a 15-25 agent team across rotational shifts.

The position is on-site in Chennai with day-night shifts, targeting adherence to SLAs and KPIs while maintaining agent wellbeing and performance dashboards.

Qualifications

• Graduate (any discipline) is mandatory.
• Minimum 2 years as Team Lead on papers.

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.
• Reduce Repeat Contacts by identifying root causes and process gaps.
• Manage Utilization & Occupancy to balance productivity and agent wellbeing.
• Analyze and control Churn to improve retention.
• Conduct daily huddles, coaching sessions, and performance reviews.
• Prepare and present daily/weekly/monthly performance reports (RCA, dashboards).
• Handle escalations and ensure SLA/KPI adherence.
• Conduct calibration sessions with QA team.

Skills

Team Leadership

People Management

MS Excel

Coaching

Performance Reporting

BPO Metrics

Education

Graduate degree

Tools

Excel

MIS

Job description

Team Lead Operations (Voice / Inbound / International / Customer service / Telecom Process)

Experience: with min 2 years as Team Lead on papers

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
• Reduce Repeat Contacts by identifying root causes and process gaps
• Manage Utilization & Occupancy to balance productivity and agent wellbeing
• Analyze and control Churn to improve retention
• Conduct daily huddles, coaching sessions, and performance reviews
• Prepare and present daily/weekly/monthly performance reports (RCA, dashboards)
• Handle escalations and ensure SLA/KPI adherence
• Conduct calibration sessions with QA team
• 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.