Team Lead-Voice

HCL Technologies Limited; Warszawa; On-site; PLN 60,000 - 90,000; Full time

Job summary

HCL Technologies Limited in Warszawa invites a Customer Service Team Lead to manage multi-channel interactions, coach a team, and drive performance improvements. You will ensure quality, coordinate training, and collaborate with operations to optimize processes for clients.

The role focuses on leadership, process governance, and delivering consistent service excellence across voice and non-voice channels, with a commitment to documentation and knowledge sharing.

Qualifications

• Customer service or operations experience.
• Proven ability to build and manage a team.
• Excellent written and spoken communication skills.
• Strong time management and prioritization.
• Ability to collaborate across functions and levels.

Responsibilities

• Manage the team performance and career development of the team.
• Own and create performance improvement plans.
• Act as escalation point and take immediate action during call spikes to ensure proper coverage.
• Ensures initial and ongoing training are complete and updated with latest content.
• Performance management of all representatives.
• QC of voice and non-voice transactions.
• Deliver 1 on 1 feedback.
• Create action plans in consultation with operations.
• Analyze & identify processes which deviate from approved workflows & participate in updating or documenting them.
• Participate in calibrations with the Ops team, present analysis, document changes & report out to the Client.
• Create content for trainings.
• Facilitate new hire training, TNI analysis, coaching, conducting performance evaluation of trainees.
• Create and update Knowledge base (KB).

Skills

Customer service

Team leadership

Performance improvement

Escalation management

Training delivery

Cross-functional collaboration

Job description

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 the team performance and career development of the team
• Own and create performance improvement plans
• Act as escalation point and take immediate action during call spikes to ensure proper coverage
• Ensures initial and ongoing training are complete and updated with latest content
• Performance management of all representatives
• QC of voice and non-voice transactions
• Deliver 1 on 1 feedback
• Create action plans in consultation with operations
• Analyze & identify processes which deviate from approved workflows & participate in updating or documenting them
• Participate in calibrations with the Ops team, present analysis, document changes & report out to the Client
• Create content for trainings
• Facilitate new hire training, TNI analysis, coaching, conducting performance evaluation of trainees
• Create and deliver refresher trainings
• Create and update Knowledge base (KB)

Skill Requirements

• Customer service/customer operations experience
• Proven ability to build, manage and foster a team oriented environment
• Excellent written and spoken communication skills
• Excellent communication and written skills
• Excellent time management skills and the ability to prioritize work accordingly
• Ability to effectively interact and collaborate across functions and levels

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.