Team Lead (International Voice Process)

Job Title: Inbound Call Centre Team Leader Location: Ghansoli Experience: Minimum 2 years as a Team Leader in a Telecom BPO/Call Centre Industry: Telecom / BPO / Customer Support Employment Type: Full Time Job Description: We are looking for a motivated and customer-focused Team Leader to manage and guide our Inbound Call Centre team. The ideal candidate will be responsible for driving team performance, coaching agents, and ensuring the delivery of exceptional customer service. This role involves monitoring KPIs like NPS, FCR, TNPS, and productivity while maintaining a high level of team morale and operational efficiency. Key Responsibilities: Lead, motivate, and coach a team of Customer Care Advisors Ensure targets are met for NPS, FCR, TNPS, and quality Identify training needs and provide regular feedback Handle performance reviews, team meetings, and 1:1 sessions Resolve customer issues and support escalations Promote a customer-centric and high-performance culture Key Skills: Team Management, Coaching, Customer Service, Telecom Process, Performance Management, Excel & PowerPoint Qualifications: Graduate with strong communication and leadership skills If you are interested in this position kindly share your resume on VishakhaK1@hexaware.com or connect on 9930365127