Chennai, Tamil Nadu

Job Summary

Senior Team Lead - CC plays a pivotal role in leading a team of customer service agents, ensuring high-quality service delivery, and fostering a culture of continuous improvement. This position is essential for achieving operational excellence, enhancing customer satisfaction, and driving team performance.

The Senior Team

Lead will oversee daily operations, manage performance metrics, and implement strategies to optimize team effectiveness and morale.

Key Responsibilities

1.

Facilitate Daily

Stand-Ups And Maintain Open Communication Channels Within The Team To Promptly Address Issues And Drive Resolution.

2.

Conduct Regular Performance

Reviews, Providing Actionable Feedback To Team Members To Support Their Qualified Growth And Development.

3.

Implement Recognition And Reward Systems To

Acknowledge Outstanding Performance, Enhancing Team Morale And Retention Rates.

- Clearly Communicate Attendance Policies And Performance Goals To The Team, Ensuring Alignment And Understanding Of Expectations.

5.

Monitor And Ensure The Availability Of

Skilled Agents To Effectively Resolve Customer Care Requests, Leveraging Back-Office Systems And Customer History For First Contact Resolution.

6.

Address Root Causes Of Customer Issues

Through Structured Discussions With Customers, Taking Proactive Measures To Prevent Repeat Cases.

7.





Ensure Team Members Maintain Current Knowledge Of Processes Through Updates And Self-Directed Learning, Fostering A Culture Of Continuous Improvement.

8.

Utilize Reporting And Management Information To

Run An Effective Team And Achieve Project And Business Outcomes Aligned With Hcltech Goals.

9.

Adhere To Company Policies And

Guidelines, Ensuring Confidentiality And Ethical Conduct In All Team Operations.

10.

Support The Effective Management Of Customer

Experience Capabilities By Contributing To Timely Hiring, Performance Management, And Capacity Planning Within Budget Constraints.

Skill Requirements

- Strong Understanding Of Customer Service Principles And Practices.

2.

Proficiency In Verbal And Written Communication

Skills.

3.

Solid Knowledge Of Operations Management And

Team Dynamics.

4.

Ability To Mentor And Develop Team

Members Effectively.

5.

Familiarity With Performance Metrics And Reporting

Tools.

Other Requirements

1.

Optional But Valuable Certifications In Customer

Service Management Or Operations Management.

2.

Certification In Lean Six Sigma Or Similar Methodologies Is A Plus

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📌 Senior Team Lead - Customer Care (Chennai)
🏢 HCLTech
📍 Chennai