Team Lead-Voice
India
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Job Description
Team Lead-Voice
Noida, Uttar Pradesh

Job Summary

Language is English for WFM position.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

• Works closely with the client workforce management team to determine demand, routing and staffing of agents
• Provide regular reports on service level adherence, agent productivity, utilization, attendance
• Forecasting, Scheduling and real time workforce management 
• Long term / Short term planning to ensure adequate availability of resources as per requirement.

Skill Requirements

• Very good computer skills including Microsoft Office, Excel and Access
• Knowledge of building Pivot Tables and generating meaningful reports and Insights
• Developing/creating reports based on the requirements
• Analytical thinking including the ability to determine root causes for out of target values
• Ability to prioritize assigned tasks and cope well with time pressure

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.