Team lead - Inbound Customer Service

Hexaware Technologies; Navi Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Hexaware Technologies in Navi Mumbai is seeking a Team Lead Operations (Voice/inbound) with at least 2 years of team leadership in a customer support environment. You will manage day-to-day floor operations, coach 15-25 agents, monitor metrics and drive improvements in AHT, attrition, shrinkage, and NPS.

The role requires strong communication, Excel and MIS reporting skills, and the ability to conduct daily huddles, performance reviews, and escalations to meet SLA/KPI targets.

Qualifications

• Min 2 years as Team Lead in inbound BPO
• Location Navi Mumbai within boundary
• Graduate degree mandatory
• Experience handling 15-25 agents
• Strong communication and problem-solving skills

Responsibilities

• Manage day-to-day team performance and floor operations
• Monitor and improve Attrition & Shrinkage to meet targets
• Track and optimize AHT without compromising quality
• Drive NPS improvement through coaching and process fixes
• Reduce Repeat Contacts by identifying root causes
• Manage Utilization & Occupancy to balance productivity and agent wellbeing
• Conduct daily huddles, coaching sessions, and performance reviews
• Prepare and present performance reports (RCA, dashboards)
• Handle escalations and ensure SLA/KPI adherence
• Conduct calibration sessions with QA team
• Note - On Paper Team Lead experience is mandatory at least 2 years

Skills

Attrition

Shrinkage

AHT

NPS

People management

Coaching

Excel

MIS reporting

Reporting

Communication

Problem solving

Team size 15-25

Education

Graduate

Tools

Excel

MIS

Job description

Greetings from Hexaware !!!

Team Lead Operations (Voice/inbound Process) - Must have exp from customer support background as A team lead for atleast 2 years on Paper Inbound

Experience: with min 2 years as Team Lead on paper

Location: Navi Mumbai ( not accepting candidates outside the boundary location )

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
• 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
• Note - On Paper Team Lead experience is Mandatory atleast for 2 years

Required Skills:

Strong knowledge of BPO metrics: Attrition, Shrinkage, AHT, NPS

Epeople management and coaching skills

Proficient in Excellent xcel/reporting tools; MIS knowledge preferred

Strong communication and problem-solving skills

Experience handling a team of 15-25 agents

Qaualification: Graduate (any discipline) is Mandatory.