Team Leader - Domestic ( BPO)

Job description

**Greetings From Hexaware !!** **Job Title: Team Lead Operations (Voice/Telecom /Tele calling / customer service Process)** **Experience**: **with min. 2 years** as Team Lead on paper **Location**: Chennai (Featherlite , Pallavaram) **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, Utilization, Occupancy, Churn, 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 **Educational Qualification: Graduate (any discipline) is Mandatory.** **Interested candidates can apply or share resumes at:** **Email : deepikat6@hexaware.com** **Contact: 7845206359**