Team lead, Inbound Customer Service

Hexaware Technologies

About the Role

• Position: Team Lead Operations (Voice/Inbound Process)
• Location: Navi Mumbai
• 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

Requirements & Tech Stack

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

Qualifications

• Graduate (any discipline) is mandatory
• On paper Team Lead experience is mandatory for at least 2 years
• Experience from a customer support background as a Team Lead for at least 2 years on paper