Team Lead Operations - Customer Service - Inbound (Voice, Email, Chat)

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

Job summary

Hexaware Technologies in Navi Mumbai seeks a experienced Team Lead Operations to oversee customer service, inbound, and outbound teams. You will drive SLA attainment, motivate staff, and ensure high-quality service in a day shift role.

The role emphasizes real-time supervision, coaching, process improvement, and cross-functional collaboration to boost sales and ensure compliance with standards. Prior leadership in a contact center plus strong communication are essential.

Qualifications

• Graduate in any stream with 4+ years in BPO/Call Center.
• Minimum 1+ year as Team Lead.
• Strong communication and interpersonal abilities.
• Experience in customer-facing role.

Responsibilities

• Manage inbound, outbound, and sales teams to meet SLA targets and daily goals.
• Real-time monitoring and coaching to improve performance and adherence to schedules.
• Foster a collaborative, motivated team environment and drive professional growth.
• Develop strategies to drive sales within the team and meet targets.
• Analyze performance data and identify areas for improvement with corrective actions.
• Lead regular team meetings and communicate updates.
• Ensure compliance with policies and quality standards.
• Collaborate with cross-functional teams to streamline processes.
• Handle inbound calls with visa information and procedures.
• Identify training opportunities to enhance team skills.

Skills

Team leadership

Customer service

SLA adherence

Real-time management

Coaching & mentoring

Communication skills

Education

Graduate (any stream)

Job description

Team Lead Operations - Customer Service - Inbound (Voice, Email, Chat)

Location: Ghansoli, Navi Mumbai

Role Summary:-

An experienced and dynamic Team Leader to oversee and motivate our customer service, outbound, and sales teams. The ideal candidate will have a proven track record of driving team performance, meeting SLA targets, and fostering an encouraging work environment. The role involves real-time management, ensuring schedule adherence, setting clear team goals, and developing strategies to promote team success.

Key Responsibilities:-

• Manage and lead the inbound, outbound, and sales teams, ensuring they meet SLA targets and daily goals.
• Conduct real-time monitoring and coaching to improve team performance and adherence to schedules.
• Create an encouraging and supportive team environment that fosters collaboration, motivation, and professional growth.
• Develop and implement strategies to drive sales within the team and meet sales targets/goals.
• Analyze team performance data and identify areas for improvement, implementing corrective actions as needed.
• Conduct regular team meetings to communicate updates, provide feedback, and address any concerns or challenges.
• Ensure compliance with company policies, procedures, and quality standards.
• Collaborate with cross-functional teams to streamline processes and enhance operational efficiency.
• Handle inbound calls, providing detailed information on visa requirements and application procedures.
• Identify and facilitate training opportunities to enhance team skills and knowledge.

Criteria:-

1. Graduate (any stream).

2. Overall 4+ years includes 1+ year as Team Lead into BPO/Call Center

3. Strong communication and interpersonal abilities.

4. Experience in a customer-facing role, preferably in a contact center or customer support environment.

Shift: Day Shift

Week Off: Sat - Sun