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

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:

Solid knowledge of BPO metrics: Attrition, Shrinkage, AHT, NPS Epeople management and coaching skills

Proficient in Excellent xcel/reporting tools; MIS knowledge preferred

Strong communication and problem-solving skills

Experience handling a team of 15-25 agents

Qaualification: Graduate (any discipline) is Mandatory.

Interested candidates can apply or share resumes at: - Laiba (phone hidden) with a tag line Of " Interested in Team lead- International Process

📌 Hexaware Hiring For Team Lead- International Process ! BPO Mandatory (Dombivli)
🏢 Hexaware Technologies
📍 Dombivli