Openings For Team Lead - International

Hexaware Technologies; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Hexaware Technologies is seeking a Team Lead Operations (Voice Process / E commerce Process / Inbound Process) to oversee a 15-25 member team in Chennai. The role requires hands-on leadership in a dynamic BPO setting, with day/night shifts and a focus on process excellence.

Key duties include coaching teams, driving improved NPS, reducing AHT and churn, and delivering regular performance reports while maintaining SLA/KPI compliance.

Qualifications

• Minimum 2 years as Team Lead in a BPO environment.
• Strong knowledge of BPO metrics: Attrition, Shrinkage, AHT, NPS, Utilization, Occupancy, Churn.
• Proficient in Excel and reporting tools; ability to prepare dashboards.

Responsibilities

• Manage day-to-day team performance and floor operations.
• Monitor Attrition & Shrinkage to meet targets.
• Track and optimize AHT without compromising quality.
• Drive NPS improvement through coaching and process fixes.
• Reduce Repeat Contacts by identifying root causes.
• Prepare and present performance reports and dashboards.
• Handle escalations and ensure SLA/KPI adherence.

Skills

People management

Coaching

Excel

Communication

Problem solving

Team leadership

Education

Graduate degree

Tools

MS Excel

MIS reporting

Job description

Greetings from Hexaware Technologies!!

Job Title: Team Lead Operations (Voice Process / E commerce Process / Inbound Process) Mandatory

Experience: with min 2 years as Team Lead

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.