Hexaware Hiring for Team lead - International Process

Team Lead Operations (Voice/inbound Process) - Must have exp from customer support background

Experience: with min 2 years as Team Lead on paper

Location: Navi Mumbai

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
- 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
- Excellent people management and coaching skills
- Proficient in Excel/reporting tools; MIS knowledge preferred
- Solid 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: (phone hidden) - Laiba with a tag line Of " Interested in Team Lead "

📌 Hexaware Hiring For Team lead - International BPO Mandatory (Thane)
🏢 Hexaware Technologies
📍 Thane