What are the responsibilities and job description for the Team Leader position at HCL Technologies?
About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Specialist - CC
Job Summary
Specialist - CC Delivery Operations plays a critical role in enhancing customer satisfaction and operational efficiency within the Delivery Operations team. This position focuses on providing real-time support for issue resolution and handling escalated customer concerns. The Specialist will contribute to the continuous improvement of team performance while ensuring adherence to company standards and practices. (1.) Key Responsibilities
1. Provide Real-Time Assistance To Team Members In Resolving Customer Issues, Ensuring Metrics Related To Customer Satisfaction Are Achieved Through Effective Communication And Problem-Solving Techniques.
2. Manage Escalated Calls From Customers And Tier 1 Support Agents, Addressing Complaints And Ensuring Resolutions Meet Customer Expectations.
3. Analyze Variations In Floor Performance Metrics, Recommending And Implementing Improvement Actions As Necessary, And Tracking The Effectiveness Of These Initiatives.
4. Compile And Prepare Detailed Reports For The Team Leader, Providing Insights On Individual And Team Performance To Facilitate Informed Decision-Making.
5. Support Team Members In Maintaining Up-To-Date Knowledge Of Processes And Customer Care Practices, Encouraging Self-Directed Learning And Process Updates.
Skill Requirements
1. Strong Understanding Of Customer Service Principles And Practices.
2. Proficient In Written And Verbal Communication Skills To Effectively Manage Customer Interactions.
3. Basic Knowledge Of Business Acumen To Understand Customer Needs And Organizational Objectives.
4. Familiarity With Performance Metrics And Reporting Tools To Analyze Team Effectiveness.
Certification
1. Optional But Valuable Certifications In Customer Service Management Or Customer Experience (Cx) Excellence.
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Specialist - CC
Job Summary
Specialist - CC Delivery Operations plays a critical role in enhancing customer satisfaction and operational efficiency within the Delivery Operations team. This position focuses on providing real-time support for issue resolution and handling escalated customer concerns. The Specialist will contribute to the continuous improvement of team performance while ensuring adherence to company standards and practices. (1.) Key Responsibilities
1. Provide Real-Time Assistance To Team Members In Resolving Customer Issues, Ensuring Metrics Related To Customer Satisfaction Are Achieved Through Effective Communication And Problem-Solving Techniques.
2. Manage Escalated Calls From Customers And Tier 1 Support Agents, Addressing Complaints And Ensuring Resolutions Meet Customer Expectations.
3. Analyze Variations In Floor Performance Metrics, Recommending And Implementing Improvement Actions As Necessary, And Tracking The Effectiveness Of These Initiatives.
4. Compile And Prepare Detailed Reports For The Team Leader, Providing Insights On Individual And Team Performance To Facilitate Informed Decision-Making.
5. Support Team Members In Maintaining Up-To-Date Knowledge Of Processes And Customer Care Practices, Encouraging Self-Directed Learning And Process Updates.
Skill Requirements
1. Strong Understanding Of Customer Service Principles And Practices.
2. Proficient In Written And Verbal Communication Skills To Effectively Manage Customer Interactions.
3. Basic Knowledge Of Business Acumen To Understand Customer Needs And Organizational Objectives.
4. Familiarity With Performance Metrics And Reporting Tools To Analyze Team Effectiveness.
Certification
1. Optional But Valuable Certifications In Customer Service Management Or Customer Experience (Cx) Excellence.