Job Title: Team Lead Operations (Voice Process or customer service) (Must have worked in International Process)

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

Location: Mumbai

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
- Analyze and control Churn to improve retention
- 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
- Required Skills:
- Solid 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 15-20 agents

Educational Qualification: Graduate (any discipline) is Mandatory.

Interested candidates can apply or share resumes at:

Email : [email protected]

Contact: (phone hidden)

📌 Team Lead - International (Mumbai)
🏢 Hexaware Technologies
📍 Mumbai