Shift Lead - English, Arabic, Microsoft Windows
India
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Job Description
Shift Lead - English, Arabic, Microsoft Windows

Job Summary

The Shift Lead in Support & Operations plays a critical role in managing team performance and ensuring operational efficiency. This position is responsible for overseeing attendance and leave management, resolving escalations, and conducting analyses to support infrastructure management. The Shift Lead ensures adherence to service level agreements (SLAs) while fostering positive customer satisfaction and continuous improvement within the team.

Key Responsibilities

1. Monitor And Manage Call And Chat Responses, Ensuring They Are Addressed Within Agreed Slas While Utilizing Arabic And English Communication Skills.
2. Maintain And Manage Attendance, Leave Reports, Breaks, And Shift Rosters To Ensure Optimal Staffing And Resource Allocation.
3. Conduct Ad-Hoc Analyses And Participate In Sip Activities Using Windows Tools, Providing Insights For Infrastructure Management And Process Improvements.
4. Resolve Escalations Promptly, Adhering To Established Processes And Quality Compliance Standards, Ensuring A Seamless Customer Experience.
5. Collect And Analyze Customer Feedback To Ensure Positive Customer Satisfaction And Implement Necessary Improvements Based On Insights Gathered.
6. Update The Knowledge Base By Documenting Processes And Analyses Accurately, And Disseminating Knowledge To The Team To Enhance Performance And Operational Effectiveness.

Skill Requirements

1. Proficient In Arabic And English Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Support Tools.
3. Familiarity With Attendance And Leave Management Systems.
4. Basic Knowledge Of Data Analysis Techniques And Infrastructure Management.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification
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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 220,000 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 December 2024 totaled $13.8 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.