Experience: minimum 2 years as Team Lead - Operation (on papers) mandatory

Shift: 5days Monday to Friday (Saturday & Sunday) fixed week off Night Shift

Industry: BPO

Key Responsibilities:

- Experience into customer service background is mandatory
- 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. Work Location : Chennai one ,Thoraipakkam

Interested candidates can apply or share resumes at:

Email : [email protected]

Contact: (phone hidden)

📌 Operations Team Lead - International - Chennai
🏢 Hexaware Technologies
📍 Chennai