Team Lead - International

Hexaware Technologies Limited; Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

Hexaware Technologies Limited is seeking a Team Lead Operations (Voice Process or customer service) to manage a 15-25 agent team in Chennai. The role requires at least 2 years of Team Lead experience in an international process, with rotational day/night shifts.

You will monitor key metrics like attrition, shrinkage, AHT, and NPS, while coaching and driving performance. Strong Excel/MIS skills and effective communication are essential to meet SLA/KPI targets.

Qualifications

• Graduate degree in any discipline is mandatory.
• Minimum 2 years of experience as Team Lead on papers.

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.
• Manage utilization & occupancy to balance productivity and agent wellbeing.
• Analyze and control churn to improve retention.
• 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.

Skills

BPO metrics

People management

Excel reporting

MIS knowledge

Communication

Problem solving

Team leadership

Education

Graduate (any discipline)

Tools

Excel

MIS tools

Job description

Job Title: Team Lead Operations (Voice Process or customer service) (Must have worked in International Process)

Experience: with min. 2 years as Team Lead on papers

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
• Manage Utilization & Occupancy to balance productivity and agent wellbeing
• Analyze and control Churn to improve retention
• 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
• 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.