Experience: Overall 5 year experience, with minimum 18months as Team Lead on papers mandatory

Shift: 6days Monday to Saturday(Rotational)

- Graduate qualification.
- Excellent communication skills.
- Strong analytical and decision-making skills.

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
- Strong communication and problem-solving skills
- Experience handling a team of 15-25 agents
- Ensure adherence to contractual Service Level Agreements (SLAs) by monitoring team performance and implementing corrective actions as necessary to meet targets.
- Lead, mentor,



and manage a team of agents to achieve individual and team goals.
- Monitor and manage key performance metrics including attrition, shrinkage, quality, and schedule adherence.
- Handle all team-related issues, including people management, conflict resolution, and administrative tasks, to maintain a productive work environment.
- Exhibit excellent leadership qualities to guide, motivate, and develop team members, fostering a culture of high performance and continuous improvement.
- Spearhead the team by setting clear goals, providing regular feedback, and facilitating training and development opportunities.
- Collaborate with cross-functional teams to address operational challenges and implement best practices.
- Prepare and present regular reports on team performance, including key metrics and improvement initiatives, to senior management.
- Experience in implementing process improvement initiatives to enhance overall team efficiency and productivity.
- Ability to adapt to a agile work environment, demonstrating flexibility and resilience in managing changing priorities and workloads.

Educational Qualification: Graduate (any discipline) is Mandatory.

Work Location :Mbp,Mumbai

Interested candidates can apply or share resumes at:

Email : [email protected]

Contact: (phone hidden)

📌 Team Lead (Mumbai)
🏢 Hexaware Technologies
📍 Mumbai