Team Lead - International

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

Job summary

Hexaware Technologies in Mumbai is seeking a Team Lead Operations for Voice Process or Customer Service who has worked in international processes and can guide a 15-20 agent team.

The role focuses on reducing attrition, improving AHT and NPS through coaching, daily huddles, and KPI-driven reports, with strong Excel skills and exemplary people management.

Qualifications

• Graduate with any discipline is mandatory.
• Minimum 1 year 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 (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.

Skills

Team Leadership

BPO Metrics

Excel & MIS

Coaching

Communication

Problem Solving

AHT Management

Attrition Control

NPS Improvement

Agent Coaching

Education

Graduate (any discipline) is Mandatory

Job description

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

Experience

with min. 1 years as Team Lead on papers

Location

Mumbai

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 15-20 agents

Educational Qualification: Graduate (any discipline) is Mandatory.