Contact Center Supervisor

Company Overview

HCLTech is a global technology company with over 223,000 employees across 60 countries. We deliver industry-leading capabilities centered around digital innovation, engineering, cloud solutions, and AI. Our mission is to supercharge progress for our clients and communities through responsible technology.

Position Overview

We are seeking a Supervisor/Team Lead to manage our team involved in (Data/ Audio/Video) annotation/transcribing tasks. This role is critical in ensuring the integrity, confidentiality, and accuracy of data annotation processes within a secure environment. The ideal candidate will have experience managing technical teams, enforcing security protocols, optimizing annotation workflows and handling Client stakeholders.

Key Responsibilities

• Supervise and coordinate secured annotation operations across the project
• Ensure all annotation tasks adhere to strict security protocols and data handling guidelines
• In charge of Daily/Weekly/Monthly & Quarterly SLA performance
• Handle escalations, coordinate RCAs & execute preventive actions
• Liaise with Customer/Stakeholders in routine Ops discussions & strategic planning & execution
• Coach/mentor the TL to enable timely & effective execution of tasks
• Responsible for People engagement & metrics such as attendance & attrition
• End to end ownership of the Site’s performance & report back performance planning to the Leadership
• Analyze process gaps, guidelines ambiguities & interface with the Customers to present these with corrective recommendations
• Identify process improvements and opportunities to enhance annotation efficiency.
• Maintain standard operating procedures (SOPs), & suggest improvements to annotation guidelines, and training materials.
• Championed continuous improvement through automation, tooling enhancements, and process optimization initiatives.

Required Qualifications

• Bachelor’s degree in English, IT, Data Management, or related field.
• Should have handled Data Annotation / transcription processes in the capacity of an Ops Manager for at least 5 years
• Overall Ops Management experience of over 15 years
• Strong understanding of data privacy, security protocols, and compliance standards.
• Excellent leadership, communication, and organizational skills.
• Familiarity with annotation tools and platforms, and ability to troubleshoot technical issues.
• Ability to work in a fast-paced, high-security environment with minimal supervision.

Pay and Benefits

Pay Range Minimum: $55,000.00 per year (or $26.44 per hour)

Pay Range Maximum: $65,000.00 per year (or $31.25 per hour)

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.