Customer Support Team Leader

*Designation – Team Lead / Sr. Team Lead (Domestic Voice Process)

Company : Hexaware

Location : Mumbai

Shift : 24/7 rotational shifts (1 rotational week off; transport available after 10 PM)

Role Overview :

The Team Lead / Sr. Team Lead will manage a domestic voice process team, ensure performance meets client Service Level Agreements (SLAs), and maintain smooth operations. The role involves monitoring workflow, improving processes, handling team issues, and maintaining strong client communication.

Key Responsibilities:

Monitor team performance and ensure SLAs are met.

Identify and implement process improvements to increase efficiency.

Handle people management issues, conflict resolution, and daily administrative work.

Lead, motivate, train, and develop team members for high performance.

Communicate effectively with clients using excellent English verbal skills.

Analyze data and prepare performance reports for management.

Work with other departments to solve operational challenges.

Required Experience & Qualifications:

Minimum 18 months as a Team Leader in a domestic voice process.

Minimum 5 years of experience in a domestic voice program, preferably from premium contact centers.

Graduate degree required.

Excellent English verbal communication is mandatory.

Added advantage: Experience in fintech and familiarity with data analysis tools.*

Job Types: Full-time, Permanent

Pay: ₹40,000.00 - ₹45,000.00 per month

Work Location: In person