Openings For Team Lead - International

Hexaware Technologies; Navi Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Hexaware Technologies invites applications for a Team Lead Operations (Voice Process / Ecommerce Process / Inbound Process) in Mumbai (Ghansoli). Candidates must have at least 1 year of team-lead experience in a BPO and will manage day-to-day floor operations, motivate agents, and ensure SLA/KPI adherence.

You will monitor Attrition, Shrinkage, AHT, and NPS, while driving performance through coaching, RCA reporting, and daily huddles.

Qualifications

• Graduate (any discipline) is mandatory.

Responsibilities

• Manage day-to-day team performance and floor operations
• Monitor and improve Attrition & Shrinkage to meet workforce targets
• Track and optimize AHT without compromising quality
• Drive NPS 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

BPO metrics

People management

Excel

MIS reporting

Communication

Problem-solving

Team handling 15-20 agents

Education

Graduate (any discipline)

Tools

Excel

MIS

Job description

Greetings from Hexaware Technologies!!

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

Experience: with min 1years as Team Lead

Location: Mumbai (Ghansoli)

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 15-20 agents

Educational Qualification: Graduate (any discipline) is Mandatory.

Email :[e-mail]

Contact: 8208051732