Opening For Team Lead - International - Chennai

Hexaware Technologies Limited; Chennai; On-site; INR 1,000,000 - 1,400,000; Full time

Job summary

Hexaware Technologies is seeking a Team Lead Operations for its BPO inbound support team in Chennai. The role requires deep experience in voice processes, leadership, and real-time management to drive SLA achievement.

Ideal candidates have 4+ years in BPO with 1.5+ years as a Team Lead, excellent communication, and strong team handling skills. Night shift, with Sat & Sun off, is part of the schedule.

Qualifications

• Minimum 4 years of experience in BPO with at least 1.5 years as Team Lead on papers is mandatory.
• Experience handling Voice Process is required.
• Excellent communication and strong team handling skills are essential.
• Responsible for meeting SLA targets and real time management.

Responsibilities

• Lead a team in inbound customer service operations and drive performance.
• Ensure schedule adherence and create an encouraging team environment.
• Monitor KPI/KRA, Attrition, Shrinkage, Occupancy, CSAT, DSAT, SLA, and AHT metrics.
• Handle night shift and Sat & Sun fixed week off as per shift
• Collaborate with cross-functional teams to meet client expectations.

Education

Graduation - Mandate

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.