Team Lead - International - Chennai at Hexaware… · Chennai

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.

Interested candidates can apply or share resumes at:

Email : deepikat6@hexaware.com

Contact: 7845206359