Team Lead - International

Hexaware Technologies Limited; Mumbai; Sur place; INR 600 000 - 900 000; Plein temps

Résumé du poste

Hexaware Technologies Limited in Mumbai is seeking a Team Lead Operations (Voice Process or customer service) with experience in international processes. You will manage daily team performance, monitor metrics like attrition, shrinkage, AHT, and NPS, and coach a 15-25 agent team.

You will lead daily huddles, prepare performance reports, handle escalations, and ensure SLA/KPI compliance. A graduate with 1.5 years of team-lead experience is required.

Qualifications

• Minimum 1.5 years experience as Team Lead on papers.
• Experience in International Process preferred.
• Strong knowledge of BPO metrics and dashboards.

Responsabilités

• 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

Connaissances

Attrition management

Shrinkage control

AHT optimization

NPS improvement

Utilization

Occupancy

Churn reduction

Repeat %

People management

Coaching

MS Excel

MIS reporting

Communication

Team leadership

Formation

Graduate (any discipline)

Outils

Excel / Reporting tools

Description du poste

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

Experience: with min. 1.5 years as Team Lead on papers

Location: Mumbai

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.

Email : [e-mail]

Contact: 9673627572