Hello friends, especially those with BPO experience who are ready to take the next step in their career! I have a great leadership opportunity for you today. Hexaware, a top IT and BPO company, is hiring a Team Lead Operations for their office in Navi Mumbai. This is your chance to move into a management role with a leading global company.
About the Job: What a Team Lead Does
This job is for a "Domestic Process - Customer Service - Inbound". Let me explain in simple terms. "Domestic Process" means you will be managing a team that handles calls from customers within India. "Inbound" means your team will be receiving calls from customers who need help, not making sales calls.
As a Team Lead, you are the captain of your team. You will be responsible for managing a group of Customer Service Executives. Your main job is to guide, support, and motivate your team to achieve their performance targets and provide the best possible service to the customers.
Here is a simple breakdown of your work:
- Manage Your Team: You will lead a team of about 15-20 agents, manage their shifts, and handle their day-to-day work.
- Monitor Performance: You will track your team's performance using important BPO metrics (like call quality, talk time, etc.) and make sure they are meeting their goals.
- Coach and Mentor: A very important part of your job is to listen to your team's calls, give them feedback, and coach them on how to improve.
- Handle Escalations: If a customer is very unhappy and your agent cannot solve the problem, you will handle the call to resolve the issue.
- Prepare Reports: You will create daily and weekly performance reports for your managers.
Who Can Apply for This Job? (Eligibility)
This is a leadership role, so the company is looking for someone with good experience. You MUST have the following:
- Education: You must be a Graduate from any stream (B.Com, BA, B.Sc, etc.).
- Overall Experience: You need to have a total of 5 years of work experience.
- Team Lead Experience: Out of the 5 years, you must have at least 18 months (1.5 years) of experience as a Team Lead "on paper" in a BPO.
- Process Experience: You must have hands-on experience working in an Inbound Call Center.
- Skills You Need:
- You must be excellent at giving feedback, coaching, and mentoring your team members.
- You need to have a strong understanding of all BPO operation metrics.
Salary and Location Details
For a Team Lead with 5 years of experience in Navi Mumbai, the estimated salary is very competitive and can be in the range of ₹6 Lakhs to ₹8.5 Lakhs per year (approx. ₹50,000 to ₹70,000 per month). The final salary will depend on your experience and interview.
This is a "Work From Office" job located at Hexaware's office in Millennium Business Park, Mahape, Navi Mumbai.
About the Employer: Hexaware
Hexaware is a big, global IT and BPO services company. They have offices all over the world and work with many famous international clients. A job at Hexaware is a great way to grow your corporate career, and they are known for having a good work environment and providing excellent training.
Frequently Asked Questions (FAQ)
What is the role of a Team Lead in a BPO?
A Team Lead is a first-level manager who is responsible for a team of customer service agents. Their main job is to manage the team's performance, provide coaching and support, and ensure that the team meets its targets for quality and efficiency.
What does "18 months as Team Lead on paper" mean?
This is a very important requirement. It means you must have official proof from your previous company that your job designation was "Team Lead" (or a similar title like Team Leader, Supervisor, etc.) for at least 1.5 years. Just acting as a team lead is not enough.
What are "Operation metrics" in a BPO?
These are the numbers used to measure performance. Common examples include AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction score), and Quality Scores. You must be very familiar with these.
What is the salary for a Team Lead at Hexaware?
The salary is competitive. For a candidate with 5 years of overall experience and 1.5 years as a Team Lead, you can expect a package in the range of ₹6 Lakhs to ₹8.5 Lakhs per year.
Is Saturday/Sunday a fixed off?
For a domestic process, it is possible to have a Sunday fixed off. However, BPO operations usually run 7 days a week, so your weekly offs might be rotational. You should clarify this during the interview.
What is the interview process for a Team Lead role?
The interview will be more detailed than for an agent. It will likely have multiple rounds, including a round with an Operations Manager. They will ask you questions about team management, handling difficult situations, your knowledge of BPO metrics, and how you coach your team.
What is the Hexaware Navi Mumbai contact number for HR?
The poster provides the HR contact number as +91 9082299130 and an email ID matildad@hexaware.com. It is always best to apply by sending your CV to the email first, and then use the phone number for any follow-up.
What is the full address of Hexaware in Navi Mumbai?
The full address is: A Block, Bldg. No. 152, Millennium Business Park, T.T.C. Industrial Area, Sector - 3, Mahape, Navi Mumbai, Maharashtra 400710.