Openings For Team Lead - International Process

Hexaware Technologies; Chennai District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Hexaware Technologies in Chennai is seeking a Team Lead Operations for the Voice/Inbound process. The role requires proven leadership experience in customer-support/telecom and hands-on coaching of a 15-25 agent team.

You will monitor performance, drive improvements in AHT and NPS, manage escalations, and ensure SLA/KPI adherence through daily huddles and regular reviews. Rotational day/night shifts apply.

Qualifications

• Graduate (any discipline) required.
• Minimum 2 years as Team Lead on papers mandatory.
• Location Chennai.

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

Skills

BPO metrics

People management

Excel reporting

Communication

Team size 15–25

Education

Graduate (any discipline)

Tools

MIS tools

Job description

Team Lead Operations (Voice/ Inbound Process)

Must have exp from customer support or Telecom background and Team leader on paper exp only we will consider.

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,TNA, TNI ,Inbound process, 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.

Location : Chennai

Language Known :English & Tamil Mandatory