Senior Team Lead-Voice

HCL Technologies Limited; Chennai District; Presencial; INR 1 400 000 - 2 000 000; Tempo integral

Resumo da oferta

HCL Technologies Limited in Chennai seeks a Senior Team Lead to support international voice operations within a banking contact centre environment. You will lead and coach customer service teams, drive performance against KPIs and promote quality and continuous improvement.

As a bridge between frontline leadership and Operations Management, you will promote accountability, process adherence and effective escalation handling, with strong English communication and proven people leadership

Qualificações

• Bachelor's degree in any discipline.
• 7+ years in voice process / customer service, incl. 2+ years as Team Lead.
• Banking contact centre experience is an advantage.
• Strong leadership, coaching and performance management ability.
• Good English communication and stakeholder coordination.

Responsabilidades

• Lead, guide and support frontline customer service teams to achieve objectives and consistent customer experience.
• Drive daily operating rhythm with huddles, performance reviews and action tracking.
• Monitor KPIs (service level, productivity, quality) and implement corrective actions.
• Ensure adherence to processes, quality standards and compliance requirements.
• Handle escalations, coordinate with internal teams and document root causes.
• Analyze data for continuous improvement and reporting.

Conhecimentos

People leadership

Coaching

Performance management

Stakeholder coordination

Problem solving

Formação académica

Bachelor's degree

Descrição da oferta de emprego

We are seeking an experienced Senior Team Lead to support Chennai-based international voice operations within a banking contact centre environment. The role will lead and coach customer service teams, drive performance against operational KPIs, strengthen quality and compliance discipline, and support consistent delivery of customer outcomes. The incumbent is expected to act as a strong operational bridge between frontline leadership and Operations Management while promoting accountability, process adherence and continuous improvement.

Key Responsibilities

Team Leadership and Governance

• Lead, guide and support frontline customer service teams to achieve business objectives and deliver consistent customer experience.
• Drive daily operating rhythm including huddles, performance reviews, coaching follow-ups and action tracking.
• Support advisors in managing attendance, adherence, productivity, quality and team engagement.
• Act as an escalation point for advisors on operational challenges, customer impact and people-related matters.

Performance Management

• Monitor key performance metrics including service level, productivity, quality, customer experience, schedule adherence, shrinkage and escalation trends.
• Review performance patterns and work with advisors to implement corrective and preventive action plans.
• Provide structured feedback to advisors to improve performance consistency and operational discipline.
• Support Operations Managers with performance insights, action plans and progress updates for governance reviews.

Quality, Compliance and Process Adherence

• Ensure adherence to approved processes, quality standards, compliance requirements and client expectations.
• Partner with Quality and Training teams to identify coaching needs, knowledge gaps and process improvement opportunities.
• Support error reduction, complaint prevention and customer outcome improvement initiatives.
• Promote responsible customer handling, accurate documentation and process consistency across assigned teams.

Customer Escalation and Issue Resolution

• Handle sensitive or complex customer escalations with ownership, urgency and professionalism.
• Coordinate with internal support teams to resolve operational issues impacting service delivery or customer experience.
• Ensure escalations are documented, tracked and reviewed for root cause and prevention actions.

Continuous Improvement and Reporting

• Analyze team and process-level data to identify improvement opportunities and operational risks.
• Support process improvement, digital adoption and best practice sharing across teams.

Prepare clear performance updates, root cause summaries and action trackers for operational reviews

Requirements

Education

Bachelor's degree in any discipline.

Experience

Minimum 7 years of experience in a voice process / customer service environment, including 2+ experience as Team Lead. Banking contact centre experience will be an added advantage.

Leadership Skills

Strong people leadership, coaching, stakeholder coordination, problem-solving and performance management skills.

Operational Skills

Good understanding of contact centre KPIs, quality frameworks, escalation handling, reporting and action planning.

Language Skills

Strong English communication skills, including speaking, reading and writing.

Preferred Domain Exposure

• Experience in banking, business banking, financial services, mortgages, customer servicing, collections voice processes.
• Ability to coach advisors on quality, customer experience, process adherence and documentation standards.
• Comfortable working in a fast-paced international voice process with shifting priorities and governance expectations.

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 2026totaled $14.8billion.