Team Lead - International - Chennai

Hexaware Technologies; Chennai District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Hexaware Technologies in Chennai is seeking a Team Lead Operations for voice/inbound support. You will oversee a 15-25 agent team, drive performance metrics, and coach staff to improve customer satisfaction.

The role requires at least 2 years as a Team Lead in non-IT BPO environments, with strong Excel/MIS reporting skills and excellent communication. Rotational day/night shifts offered in a BPO setting.

Qualifications

• Minimum 2 years of Team Lead experience in a customer support or ecommerce setting (non-IT).
• Graduate in any discipline is mandatory.
• Experience handling a team of 15-25 agents.

Responsibilities

• Manage day-to-day team performance and floor operations.
• Monitor attrition and shrinkage to meet targets.
• Track AHT without compromising quality.
• Drive NPS improvement through coaching and fixes.
• Conduct daily huddles, coaching sessions and reviews.
• Prepare and present daily/weekly/monthly performance reports.
• Handle escalations and ensure SLA/KPI adherence.

Skills

BPO metrics

People management

Excel

Communication

Team leadership

Education

Graduate (any discipline)

Tools

Excel

MIS reporting

Job description

Team Lead Operations (Voice/ Inbound Process) - Must have exp

from customer support or E commerce background ( NON- IT)

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

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
• Conduct daily huddles, coaching sessions, and performance reviews
• Prepare and present daily/weekly/monthly performance reports
• Handle escalations and ensure SLA/KPI adherence

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.