Team Lead -International Voice Process

Hexaware Technologies; Chennai District; On-site; INR 700,000 - 900,000; Full time

Job summary

Hexaware Technologies in Chennai is seeking an experienced Team Lead for a customer service BPO with at least 2 years in a team lead role.

You will manage day-to-day team performance, monitor attrition and AHT, drive NPS, and prepare performance reports while ensuring SLA/KPI adherence. The role requires strong people management, Excel/MIS skills, and proven ability to coach a group of 15-25 agents.

This is a night shift, 5 days from Monday to Friday with fixed weekends off.

Qualifications

• Graduate (any discipline) is mandatory.

Responsibilities

• Experience into customer service background is mandatory.
• 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.
• Conduct daily huddles, coaching sessions, and performance reviews.
• Prepare and present daily/weekly/monthly performance reports.
• Handle escalations and ensure SLA/KPI adherence.

Skills

BPO Metrics

People Management

Excel/MIS

Communication

Team Leadership

Education

Graduate (any discipline)

Job description

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

Shift: 5days Monday to Friday (Saturday & Sunday) fixed week off Night Shift

Industry: BPO

Key Responsibilities:

• Experience into customer service background is mandatory
• 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
• 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,TNA, TNI ,Inbound process, 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.

Work Location : Chennai one Thoraipakkam