Tower Lead - Cisco Contact Center
India
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Job Description
Tower Lead - Cisco Contact Center

Job Summary

The Tower Lead for Support & Operations plays a pivotal role in ensuring the effective management of escalations, adherence to service level agreements, and the successful implementation of organizational initiatives. This role is essential for driving operational excellence, maintaining customer satisfaction, and overseeing revenue generation within the designated tower.

Key Responsibilities

1. Drive Revenue Generation And Enhance Tower-Level Efficiency By Leveraging Call Center - Cisco Technologies To Optimize Service Delivery And Operational Performance.
2. Manage Escalations And Crisis Situations By Applying Problem-Solving Skills In Call Center - Cisco Environments, Ensuring Timely Resolution In Alignment With Agreed Sla Norms.
3. Validate And Oversee Operational Reports And Metrics Using Call Center - Cisco Tools, Ensuring Adherence To The Statement Of Work (Sow) And Maintaining High Operational Hygiene Standards.
4. Foster Customer Satisfaction By Developing And Implementing Innovative Frameworks And Initiatives Aimed At Enhancing Service Quality And Response Times Within The Call Center Environment.
5. Execute Profit Improvement Plans (Pip) By Identifying And Implementing Automation Solutions And Self-Driven Initiatives Within Call Center - Cisco Operations To Enhance Efficiency And Profitability.

Skill Requirements

1. Proficient In Call Center Cisco Technologies And Solutions.
2. Strong Understanding Of Operational Metrics, Reporting, And Sla Management.
3. Excellent Problem-Solving And Crisis Management Skills.
4. Ability To Develop And Implement Customer Satisfaction Initiatives.
5. Experience In Driving Automation And Process Improvement Within Support Operations.

Other Requirements

1. Cisco Certified Network Associate (Ccna) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable
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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.