Openings For Team Lead - International - Chennai

Hexaware Technologies; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Hexaware Technologies in Chennai seeks a Team Lead Operations (Non-Technical/Voice/Inbound) with telecom or e-commerce customer support background to lead a 15-25 agent team. The role requires a minimum of 2 years in a lead position and a willingness to work rotational day/night shifts.

The incumbent will focus on reducing attrition, shrinkage, and AHT while driving NPS improvements and ensuring SLA/KPI adherence. Coaching, reports, and escalations form part of the duties.

Qualifications

• Minimum 2 years as Team Lead in a BPO/non-technical role.
• Experience in telecom or e-commerce customer support background.
• Graduate degree in 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 gaps.
• Conduct daily huddles, coaching sessions, and performance reviews.
• Prepare and present daily/weekly/monthly performance reports.
• Handle escalations and ensure SLA/KPI adherence.

Skills

Team leadership

People management

Communication skills

Problem solving

AHT optimization

NPS improvement

Data interpretation

Education

Graduate (any discipline)

Tools

Excel

Reporting tools

MIS knowledge

Job description

Team Lead Operations (Non Technical /Voice/ Inbound Process) Must have exp from telecom or Ecommere customer support background

Experience

with min 2 years as Team Lead on papers mandatory

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
• Conduct daily huddles, coaching sessions, and performance reviews
• Prepare and present daily/weekly/monthly performance reports
• Handle escalations and ensure SLA/KPI adherence

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.