Team Lead

HCL Technologies Limited; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

HCL Technologies Limited in Noida is hiring a Team Leader for International Voice Process. The role requires 4–7 years of experience in BPO/Customer Service and strong leadership to guide a team of customer service executives.

The position involves monitoring key KPIs, coaching staff, and handling escalations. Shift rotations may apply to cover delivery requirements. Excellent English communication is essential.

Qualifications

• 7 years of experience in BPO/Customer Service.
• Strong experience in International Voice Process.
• Prior Team Leader/Team Handling experience.
• Excellent English communication skills.
• Strong leadership and people-management skills.
• Good understanding of contact-center KPIs.
• Comfortable with rotational/night shifts, if required.

Responsibilities

• Lead and manage a team of customer service executives.
• Monitor CSAT, Quality, AHT, SLA, productivity and adherence.
• Conduct coaching, feedback and performance reviews.
• Handle customer escalations and ensure timely resolution.
• Manage attendance, roster and day-to-day operations.
• Drive team performance and ensure achievement of process targets.

Skills

International Voice Process

Team Leadership

English Communication

People Management

KPIs & Performance

Shift Flexibility

BPO Experience

Coaching & Feedback

Job description

Hiring: Team Leader International Voice Process

Location: Noida

Experience: 4 to 7 Years

Process: International Voice / Customer Support

Required Skills

• 7 years of experience in BPO/Customer Service.
• Strong experience in International Voice Process.
• Prior Team Leader/Team Handling experience.
• Excellent English communication skills.
• Strong leadership and people-management skills.
• Good understanding of contact-center KPIs.
• Comfortable with rotational/night shifts, if required.

Key Responsibilities

• Lead and manage a team of customer service executives.
• Monitor CSAT, Quality, AHT, SLA, productivity and adherence.
• Conduct coaching, feedback and performance reviews.
• Handle customer escalations and ensure timely resolution.
• Manage attendance, roster and day-to-day operations.
• Drive team performance and ensure achievement of process targets.