Hiring For Team Lead - International - Chennai

Job description

Team Lead Operations (Voice/inbound Process) Experience: with min 2 years as Team Lead on paper 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 • Manage Utilization & Occupancy to balance productivity and agent wellbeing • Analyze and control Churn to improve retention • 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 Required Skills: • Strong knowledge of BPO metrics: Attrition, Shrinkage, AHT, NPS • 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 Educational Qualification: Graduate (any discipline) is Mandatory. Interested candidates can apply or share resumes at: Email : deepikat6@hexaware.com Contact: 7845206359