Operations Team Lead - BPO Inbound Customer Service
Coimbatore, Tamil Nadu, India · Full Time
Be the first to apply
- Experience
- 2–8 yrs
- Salary
- INR 300,000 – INR 450,000 / year
- Openings
- 1
- Posted
- 2 hours ago
- Work mode
- In office
- Education
- Any graduate
- Eligibility
- Any graduate with the described experience and language proficiencies can apply.
- Resume
- Required to apply
Where you'll work
Job description
About the Company
Hexaware BPS, a fully owned subsidiary of Hexaware Technologies Ltd, employs over 4000 people across locations such as Navi Mumbai, Chennai, Nagpur, US, Mexico, and Russia. Leveraging the strong technology foundation of its parent, Hexaware is a fast-growing provider of automation-driven IT, BPO, and consulting services. Their innovative approach incorporates robotic process automation, design thinking, rapid prototyping, and tailored service models to solve diverse business challenges effectively.
Role Overview and Responsibilities
This position is for a Team Lead in Operations focusing on inbound customer service within the BPO industry. The role demands leadership of a team in a 24/7 rotational shift environment with five working days weekly. Key responsibilities include ensuring all Service Level Agreements (SLAs) are met, managing schedule adherence, handling team productivity, and fostering a positive working atmosphere.
- Manage voice and non-voice processes with at least one year of proven leadership experience.
- Oversee KPIs such as KRA, attrition, shrinkage, occupancy rates, CSAT, DSAT, SLA, and AHT to meet organizational goals.
- Implement real-time management strategies to optimize operational efficiency.
- Create an encouraging and collaborative team environment that promotes schedule adherence and high performance.
Candidate Requirements
- Minimum 2 to 8 years overall experience, with at least one year in a team lead role within voice or non-voice BPO processes.
- Graduation is mandatory.
- Proficiency in spoken Tamil, Kannada, Telugu, or Malayalam is preferred.
- E-commerce domain experience is a plus.
- Excellent communication and strong team leadership abilities required.
- Availability to join immediately or within a maximum of 15 days' notice.
- Commitment to a 5-day workweek under 24/7 rotational shifts.
Additional Information
The position is based in Coimbatore, India. The salary range for this role is between INR 300,000 and 450,000 per annum. Candidates are encouraged to forward their resumes directly to the company's contact representative.