Operations Team Lead

Job Title: Team Lead

Location: Ghansoli

Experience: Minimum 1 year as a Team Leader in BPO/Call Centre

Industry: Inbound (Blended Process)

Employment Type: Full Time

Shift Timings 5 Days/Day Shift with fixed offs

Roles and Responsibilities:

• Lead and motivate a high-performing sales voice team to achieve targets.

• Monitor team metrics, provide feedback, and drive performance improvements.

• Guide team members in their career progression through coaching and support.

• Manage change requests and ensure smooth implementation.

• Work independently with minimal supervision to meet business objectives.

• Foster a positive and collaborative team environment.

• Ensure team clarity on KRAs and individual responsibilities.

• Collaborate with cross-functional teams to streamline operations.

• Stay updated with industry trends to keep the team competitive.

Key Skills:

• The candidate should be from the customer service voice domain.

• Demonstrated ability to drive client and customer experience through Operations, Quality and Compliance framework.

• Sound understanding of the key metrics involved in the customer service domain to achieve 100% customer satisfaction.

If you are interested in this position kindly share your resume on VishakhaK1@hexaware.com