Team Lead - International - Chennai

Hexaware Technologies Limited; Chennai; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Hexaware Technologies Limited in Chennai is seeking a Team Lead Operations for an inbound customer service role in a BPO. The position requires strong team leadership, night-shift work with Saturday/Sunday off, and a focus on meeting SLA targets. Immediate joiner to 30 days' notice is preferred.

Ideal candidates have 4+ years in BPO with at least 1.5 years in a Team Lead role, graduation, excellent communication, and real-time management skills to monitor KPIs such as CSAT, DSAT, SLA, and AHT.

Qualifications

• Minimum 4 years of experience in BPO with at least 1.5 years as Team Lead.
• Excellent communication and strong team handling skills.
• KPIs: KPI/KRA, Attrition, Shrinkage, Occupancy, CSAT, DSAT, SLA, AHT.
• Graduation is mandatory.
• Must have prior voice process experience.
• Responsible for meeting SLA targets.
• Excellent real-time management skills.
• Ensure schedule adherence and create an encouraging team environment.

Responsibilities

• Meet SLA targets for the inbound customer service process.
• Lead and motivate the night-shift team and supervise operations.
• Monitor KPIs and coach agents to improve CSAT/DSAT and occupancy.
• Ensure adherence to schedules and processes in a BPO setup.

Skills

Team handling

Communication

SLA tracking

Real-time management

Education

Graduation

Job description

Role: Team Lead Operations

Industry: BPO

Process: Inbound Customer Service

Notice Period: Only Immediate joiner to 30 days' notice
Shift - Complete Night Shift / Sat & Sun fixed Week Off

• Overall Minimum 4 years of experience into BPO & minimum 1.5 years' experience as Team Lead on papers is mandatory.
• Excellent communication and Strong Team Handling skills.
• KPI/KRA/Attrition/Shrinkage/Occupancy/CSAT/DSAT/SLA/AHT.
• Graduation - Mandate
• Should have prior experience of handling Voice Process.
• Responsible for meeting the SLA targets
• Excellent real time management skills
• Ensure schedule adherence and create an encouraging team environment.