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Hexaware Technologies
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Team Lead - Operations (Domestic process)

Team Lead - Operations (Domestic process)

Hexaware Technologies

5 - 10 years

3 - 5 Lacs

navi mumbai

Posted:1 day ago| Platform:

Apply

Skills Required

service level call center operations shrinkage csat attrition team handling bpo operations occupancy sla management aht customer service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: Team Lead

Location: Ghansoli

Experience: Overall 5 years and minimum 18 months experience as a Team Leader in BPO/Call Centre

Industry: Customer Service - Inbound

Employment Type: 6 days working 1 rotational week off

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 matildad@hexaware.com

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