Team Lead-Voice
Philippines
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Job Description
Team Lead-Voice
City Of Taguig, National Capital Region

Job Summary

Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness

Key Responsibilities

Manage team performance and employee development; monitor productivity, quality, attendance, and service-level performance; create and track performance-improvement plans; act as the escalation point for customer and operational issues; manage coverage during volume spikes; ensure initial and ongoing training completion; conduct coaching and performance reviews; provide regular operational updates and drive corrective actions.

Skill Requirements

Customer service and customer-operations experience; team management and coaching; performance and KPI management; escalation handling; workforce and coverage coordination; strong written and spoken communication; analytical and problem-solving skills; ability to build a collaborative team environment.

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 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.