We are currently hiring for a Team Leader role at Hexaware.

Note - only accepting candidates from Mumbai/Navi Mumbai

Requirements:

• BPO/Contact Centre background is mandatory

- Overall 5 years of experience including 18 months experience as Team Lead.

- Graduate qualification.
- Strong analytical and decision-making skills.
- Robust communication and interpersonal skills

Location: Navi Mumbai

Interested candidates can share their updated resume on (phone hidden) (Vaishnavi) with the tag line:

Ensure adherence to contractual Service Level Agreements (SLAs) by monitoring team performance and implementing corrective actions as necessary to meet targets.

- Should be able to calculate CSAT, SLA, Attrition, Shrinkage, AHT.
- Should be aware of Occupancy and Utilization formulas.
- Candidate should be good in communication.
- Location: Preferred Navi Mumbai Based Candidates.
- Lead and manage a team responsible for handling complaints and escalations, ensuring timely resolution and customer satisfaction.
- Oversee the performance of the team, setting goals and providing regular feedback to improve efficiency and effectiveness. 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

Role: Team Leader, Industry Type: BPM / BPO, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Operations Education UG: Any Graduate read more

Key Skills Skills highlighted with ‘‘ are preferred keyskills team leadInbound AttritionShrinkageAhtCSATKRADomestic ProcessVoice SalesBPOVoiceVoice ProcessInternational ProcessTeam Handling

📌 Hexaware Hiring For Team Lead - End To end sales From BPO Mandatory (Thane)
🏢 Hexaware Technologies
📍 Thane