Team Leader - International BPO ( Customer service )

Hexaware Technologies; Mumbai; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

Hexaware Technologies is seeking a Team Lead Operations (Voice/inbound Process) based in Navi Mumbai. The role requires a minimum of 2 years of team lead experience in an international BPO environment. You will oversee day-to-day operations, coaching, and performance management for a 15–25 agent team, ensuring SLA/KPI adherence and driving process improvements.

Strong knowledge of BPO metrics and Excel reporting is essential. Only Mumbai/Navi Mumbai residents are considered.

Qualifications

• Experience as Team Lead in International Process for at least 2 years.
• Graduate in any discipline.
• Residing in Mumbai/Navi Mumbai with no relocation is required.

Responsibilities

• Manage day-to-day team performance and floor operations.
• Monitor attrition, shrinkage, and meet workforce targets.
• Track AHT and ensure quality is not compromised.
• Drive NPS improvement through coaching and process fixes.
• Reduce Repeat Contacts by identifying root causes and gaps.
• Manage utilization and occupancy to balance productivity and wellbeing.
• Conduct daily huddles, coaching, and performance reviews.
• Prepare and present daily/weekly/monthly performance reports.

Skills

BPO metrics

People management

Excel & reporting

Communication

Team leadership

Education

Graduate degree

Tools

MIS tools

Job description

Greetings from Hexaware !!!

Team Lead Operations (Voice/inbound Process) - Must have exp from customer support background in International Process as A team lead for atleast 2 years on Paper

Experience: with min 2 years as Team Lead on paper

Location: Navi Mumbai ( not accepting candidates outside the boundary location )

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
• Reduce Repeat Contacts by identifying root causes and process gaps
• Manage Utilization & Occupancy to balance productivity and agent wellbeing
• Conduct daily huddles, coaching sessions, and performance reviews
• Prepare and present daily/weekly/monthly performance reports (RCA, dashboards)
• Handle escalations and ensure SLA/KPI adherence
• Conduct calibration sessions with QA team
• Note - On Paper International Team Lead experience is Mandatory atleast for 2 years

Required Skills:

Strong knowledge of BPO metrics: Attrition, Shrinkage, AHT, NPS

people management and coaching skills

Proficient in Excellent Excel/reporting tools; MIS knowledge preferred

Strong communication and problem-solving skills

Experience handling a team of 15-25 agents

Note - Only Accepting candidates residing in Mumbai / Navi mumbai ( not accepting relocation cases)

Qaualification: Graduate (any discipline) is Mandatory