Team Lead Operations (Voice/ Inbound Process)

Must have exp from customer support or Telecom background and Team leader on paper exp only we will consider.

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
- Reduce Repeat Contacts by identifying root causes and process gaps
- 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,TNA, TNI ,Inbound process, Repeat %
- Excellent people management and coaching skills
- Proficient in Excel/reporting tools; MIS knowledge preferred
- Robust 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 : [email protected]

Contact: (phone hidden)

📌 Openings For Team Lead - International Process (Chennai)
🏢 Hexaware Technologies
📍 Chennai