Opening For Team Lead - International - Chennai

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

Job summary

Hexaware Technologies is seeking a Team Lead Operations in Chennai for the International Voice Process. The role emphasizes meeting SLA targets, managing KPI metrics, and leading a skilled team to deliver top-tier customer service across 24/7 rotational shifts.

The ideal candidate will have 2–8 years in BPO with 1.5 years in a Team Lead position for international voice processes, plus graduation. An added advantage is exposure to e-commerce domains and strong process ownership.

Qualifications

• Minimum 2-8 years of experience, with at least 1.5 years as a Team Lead for International Voice Process.
• E-commerce domain experience is an added advantage.
• Strong communication and team handling skills are essential.
• Familiar with KPI/KRA, Attrition, Shrinkage, Occupancy, CSAT/DSAT, SLA, and AHT measurements.
• Graduation is mandatory.
• Experience handling Voice Process is required.
• Responsible for meeting SLA targets.
• Excellent real-time management skills.
• Ensure schedule adherence and foster an encouraging team environment.

Responsibilities

• Lead an International Voice Process team to achieve SLA targets.
• Monitor KPIs and drive improvements in CSAT/DSAT, occupancy and shrinkage.
• Coach and develop team members; ensure schedule adherence and real-time issue resolution.
• Collaborate with cross-functional teams to meet client requirements and deliver quality service.

Skills

Team Leadership

Communication

People Management

Voice Process

International Voice Process

BPO Experience

KPI/KRA/CSAT/DSAT/SLA/AHT

Education

Graduation

Job description

Role: Team Lead Operations

Industry: BPO Process: Inbound customer service

Notice Period: Only Immediate joiners to 30 days notice

5 days working with 24/7 rotational shift.

• Overall Minimum 2-8 years of experience out of which as a Team Lead for International Voice Process should be at least 1.5 years on paper.
• E-Commerce 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 Process.
• Responsible for meeting the SLA targets
• Excellent real time management skills
• Ensure schedule adherence and create an encouraging team environment.