Team Lead - Customer Care
India
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Job Description
Team Lead - Customer Care
Sholinganallur, Tamil Nadu

Job Summary

Role Summary

Responsible for real-time queue monitoring and intraday management to ensure SLA adherence through optimal resource utilization

Experience & Qualification

  • 2–5 years in WFM/RTA role
  • Graduate (any discipline)
  • BPO/Contact Center experience preferred

KPIs

  • SLA attainment
  • Adherence management
  • Real-time decision accuracy
  • Shrinkage control

Key Responsibilities

  • Monitor real-time performance (SLA, AHT, Shrinkage, Queue depth, Service level)
  • Manage intraday staffing by adjusting schedules, breaks, and offline activities
  • Identify and highlight risks to SLA, and take corrective actions proactively
  • Coordinate with Operations and WFM for real-time decisions (skilling, callouts, OT)
  • Track attendance, adherence, and shrinkage in real time
  • Publish intraday reports and provide performance updates

Skill Requirements

  • Strong understanding of WFM metrics (SLA, AHT, Occupancy, Shrinkage)
  • Good analytical and decision-making skills
  • Advanced Excel knowledge
  • Familiarity with WFM tools (Aspect, NICE, IEX, Genesys, etc.)
  • Strong communication and coordination skills



Other Requirements

Real Time Management and Reporting
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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.