Team Leader - International BPO ( Customer service )

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 ( not accepting candidates outside the boundary location )

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:

Strong knowledge of BPO metrics: Attrition, Shrinkage, AHT, NPS

people management and coaching skills

Proficient in Excellent Excel/reporting tools; MIS knowledge preferred

Strong communication and problem-solving skills

Experience handling a team of 15-25 agents

Note - Only Accepting candidates residing in Mumbai / Navi mumbai ( not accepting relocation cases)

Qaualification: Graduate (any discipline) is Mandatory

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Interested candidates can apply or share resumes at: - Laiba [phone removed] with a tag line Of " Interested in Team lead- International Process