Team Lead - International - Mumbai

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

Job summary

Hexaware Technologies in Mumbai seeks a Team Lead Operations (Voice/Inbound) with at least 1 year of lead experience in customer support. The role focuses on driving performance, coaching teams, and achieving SLA/KPI targets in a rotating day/night shift within a BPO setting.

You will manage a 15-25 agent team, monitor metrics like AHT, attrition, and NPS, and deliver regular performance reports. Graduate qualification is mandatory; Excel/MIS reporting skills are preferred.

Qualifications

• Graduate (any discipline) mandatory.
• Minimum 1 year Team Lead experience in customer support.
• Experience in BPO operations preferred.

Responsibilities

• Manage day-to-day team performance and floor operations.
• Monitor Attrition & Shrinkage to meet workforce targets.
• Track and optimize AHT (Average Handle Time) without compromising quality.
• Drive NPS 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.

Skills

People management

Coaching

Communication

Problem solving

Team handling

MIS reporting

Education

Graduate (any discipline)

Tools

Excel

Job description

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

from customer support

Experience: with min 1 years as Team Lead on papers mandatory

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
• 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.