Senior Process Associate-Voice
United States
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Job Description
Senior Process Associate-Voice
El Paso, Texas

Job Summary

The purpose of this role is to handle complex calls, ensure quality interactions, train and mentor team members, and lead process improvements for better customer service.

Key Responsibilities

1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues.
2. Follow Escalation Procedures For Issues Uncontrollable At Agent Level First Call Resolution
3. Monitor And Ensure The Quality Of Customer Interactions, Providing Feedback And Coaching To Junior Associates.
4. Assist In Training New Team Members And Provide Ongoing Support And Mentorship.
5. Lead Initiatives To Enhance Call Handling Processes And Improve Overall Customer Service Efficiency.

Skill Requirements

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Other Requirements

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Maximum Salary (US):  33280
Minimum Salary (US):  29120
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people 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. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. 

 

Compensation and Benefits

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.