Team Lead-Voice
India
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Job Description
Team Lead-Voice
Bengaluru, Karnataka

Job Summary

A team leader manages a team of people to achieve agreed business objectives. Contributes to the management team activities of their function, owns the processes, manages the transition of new tasks to the shared services model and is responsible with continuous service improvement. The team leader will be the contact point for all team members, so communication skills should be excellent. This role should also be able to act proactively to ensure smooth team operations and effective collaboration.

Team Management

  • Manage and lead a team of 15 to 20 members and drive the working force to achieve organizational and account objectives.
  • Responsible for SLA management, maintaining and improving quality standards across all communication channels (telephony, tickets).
  • Manage and support 24/7 working environment with rotational shifts and week offs.
  • Hands-on experience working with ServiceNow for effective queue management and reporting analytics will be an added advantage.
  • Knowledge of Lean Six Sigma principles & methodology or lean six sigma green belt certified will be added advantage.
  • Previous experience in contributing to & supporting any transformation projects will be a value add.
  • Maintain day-to-day activity, escalations and providing effective management controls of the team under his / her management
  • Lead and develop a highly performing team in a manner that is flexible and responsive to business needs
  • People should be inclined and hands on experience in people management, successfully able to manage shrinkage and attrition.
  • Provide best practice guidance, governance, audit and control over the team. Creating an inspiring team environment with an open communication culture
  • Collate and provide scheduled management information based on the agreed management process (e.g. utilization, headcount, account activity, financials, recruitment, staff matters)
  • Sets expectations for content, accuracy, timeliness, and areas of improvement of processes and deliverables.
  • Identify and agree development actions for current and future roles, providing ongoing coaching and support in the achievement of those actions.
  • Review performance against objectives on a regular basis (in addition to mid-year and full year appraisal) providing feedback/coaching. Agree amendments as required
  • Conduct Monthly/Quarterly performance coaching and reviews.

 

Key Responsibilities

1. To Ensure Complete Adherence To Attendance, Login Hours, And Unscheduled Leave, Provide Regular Updates And Facilitate In Resolving And Addressing Team Issues And Concerns, And Conduct Regular Reviews With The Team.
2. Ensure Retention Of Team Members Is Within The Agreed Norms
3. Improving Skill Level Through Self Development
4. The Individual Should Effectively Manage, Motivate, Engage, And Inspire People To Reach The Next Level Of Achievement.
5. To Consistently Meet Or Exceed All Agreed Execution Parameters As Defined For The Process.

Skill Requirements

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Other Requirements

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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 226,300 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 2025 totaled $14.5 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.