Operations Team Lead - International

Hexaware Technologies; Navi Mumbai; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Hexaware Technologies in Navi Mumbai is seeking a proactive Team Lead Operations - International Customer Service to supervise an inbound voice support team from Ghansoli, Navi Mumbai. The role focuses on delivering exceptional service, meeting SLAs, and coaching agents for continuous improvement.

You will manage workloads, drive process enhancements, handle escalations and collaborate with cross-functional teams to optimize performance and customer satisfaction.

Qualifications

• Graduate with any stream.
• 4+ years in BPO/Call Center, with at least 1 year as Team Lead.
• Strong problem solving and analytical skills.
• Experience in customer-facing role and knowledge of contact center processes.
• Familiarity with industry-specific products and services.

Responsibilities

• Handle inbound customer queries via voice (85%) and email (15%).
• Meet contractual SLAs consistently.
• Manage workload and ensure timely responses.
• Drive team productivity, coaching, and performance benchmarks.
• Address escalations, perform RCA, and implement improvements.
• Collaborate with cross-functional teams for seamless operations.
• Support training programs to enhance team skills.

Skills

Team leadership

Customer service

Inbound voice support

SLA management

Root Cause Analysis

Coaching

Process optimization

Cross-functional collaboration

Analytical skills

Education

Graduate (any stream)

Job description

Team Lead Operations_International _ Customer Service _ Voice

Location: Ghansoli, Navi Mumbai

Role Summary:-

An experienced and highly motivated Team Lead to oversee Inbound Customer Support team. The ideal candidate will be responsible for managing a team of customer support representatives, ensuring excellent service delivery, and maintaining high customer satisfaction levels.

Key Responsibilities:-

• Handle inbound customer queries and concerns through voice (85%) and email (15%) channels, ensuring prompt and effective resolution.
• Adhere to and consistently meet the contractual Service Level Agreements (SLAs) set by the organization.
• Manage the incoming workflow efficiently, ensuring timely response and resolution of customer inquiries.
• Focus on team efficiencies and productivity, optimizing processes and resource allocation for maximum effectiveness.
• Manage customer escalations, identify the root cause of issues, prepare and share Root Cause Analysis (RCA) reports.
• Drive team performance by setting performance benchmarks, providing coaching and guidance, and fostering a culture of excellence.
• Identify areas for improvement within processes and team operations and implement necessary changes to enhance efficiency and customer satisfaction.
• Collaborate with cross-functional teams to ensure seamless operations and continuous process improvement.
• Contribute to the development and implementation of training programs for team members to enhance their skills and knowledge.
• Participate in process improvement initiatives, providing valuable insights and recommendations based on customer feedback and operational data

Criteria:-

• Graduate (any stream).
• Overall 4+ years includes 1+ year as Team Lead into BPO/Call Center
• Strong problem solving and analytical skills.
• Experience in a customer-facing role, preferably in a contact center or customer support environment.
• Knowledge of industry-specific products, services, and processes.

Shift Timings: UK shifts (12 am to 12 pm) - 9.5 hours

Week Off: Saturday & Sunday fixed