Team Lead

You will be taken to HCLTech’s own careers page to apply. Job ID 1363977155.

Job description

Purpose of the role

To manage and motivate operations team at offshore and ensure all deliverables are met
To provide training / regular updates to the team members on changes to the processes and procedures
To coordinate with onshore teams where necessary and act as a point of contact
To drive conduct risks and ensure fair customer outcomes
To supply appropriate management information as and when required
To work to continuously improve performance of the team

Key tasks and responsibilities

To manage operations team handling simple to medium to high Complex activities
To be responsible for meeting SLAs and other deliverables
To coordinate activities between multiple support groups to ensure adherence to Service Levels & SLA cut-offs
Process Management and ensure day-to-day delivery
To monitor and report on process compliance and Service Delivery
To be able to promptly answer support related emails, phone calls and other electronic communications
To Manage a Team of 10-15 members
To develop a plan for the team to use to reach its goal
To ensure process training is available for those responsible for executing the in-scope activities
To listen to team members' feedback
To have one-on-one and regular feedback sessions with the employees; ensure proper feedback is provided and appraisal cycle is closed on time for all reporting employees