Team Lead Operations - Domestic Process

About Hexaware BPS

Hexaware BPS, a fully owned subsidiary of Hexaware Technologies Ltd, employs over 4000 staff across locations including Navi Mumbai (Mahape), Chennai, Nagpur, US, Mexico, and Russia. Leveraging a strong technology heritage from its parent, Hexaware is an automation-led, next-generation leader in IT, BPO, and consulting services. Its innovative approaches such as robotic process automation, hyper-converged technology, design thinking, and rapid prototyping allow global clients to resolve business challenges efficiently.

Role Overview

We are seeking a Team Lead for Operations within the inbound customer service segment of the BPO industry. This role follows a fixed schedule from 8 AM to 5 PM, Monday to Friday, with weekends off.

Key Responsibilities

• Supervise and lead a team ensuring achievement of SLA targets.
• Manage and monitor KPIs including KRA, attrition rates, shrinkage, occupancy, CSAT, DSAT, SLA compliance, and AHT.
• Maintain excellent real-time management and ensure strict schedule adherence.
• Create and sustain a motivating and supportive team environment.

Requirements

• Minimum of 2 years proven experience as a Team Lead in voice or non-voice BPO processes.
• Background in the BPO sector is mandatory; experience in travel-related domains is advantageous.
• Strong communication abilities coupled with effective team handling skills.
• Graduation is compulsory.
• Prior experience managing both voice and non-voice processes is essential.

Additional Information

The working days are Monday through Friday, with Saturdays and Sundays off. The shift timing is 8 AM to 5 PM. Candidates interested in this role should contact HR Laiba at 8097119804, indicating interest in Team Lead Operations.