Operations Team Lead - International - Chennai

Hexaware Technologies; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

Hexaware Technologies in Chennai invites applications for a Team Lead - Operations (BPO) with a minimum of 2 years' team leadership experience.

You will manage day-to-day floor performance for 15–25 agents, coach for improved NPS and SLA adherence, monitor attrition and shrinkage, and drive process improvements through daily huddles and performance reviews.

Qualifications

• Minimum 2 years as Team Lead - Operation (on papers) mandatory.
• Customer service background is mandatory.
• Experience managing 15-25 agents.
• Strong problem-solving and communication skills.

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

People management

Coaching

Excel/MIS

BPO metrics

Team leadership

Education

Graduate (any discipline)

Tools

Excel

MIS

Job description

Experience: minimum 2 years as Team Lead - Operation (on papers) mandatory

Shift: 5days Monday to Friday (Saturday & Sunday) fixed week off Night Shift

Industry: BPO

Key Responsibilities:

• Experience into customer service background is mandatory
• 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.

Work Location : Chennai one ,Thoraipakkam

Contact: 7845206359