Mega Walkin

2 weeks ago

Gurgaon, Haryana, India HCLTech Full time
HCL is Hiring in Team Lead - Operations (BPO)

MEGA Walk-in Drive for Team Lead - Operations (BPO):
HCL Tech
Dated: 22nd May & 23rd May 24
Interview timing- 11:00 AM to 2:00pm
Designation- Team Leader

Work Location:
Gurgaon

WALKIN Address:
HCL Technologies A-8-9, Maharaja Agrasen Marg, Block A, Noida sector 60, (Nearby Metro sector 59)

Job Description :
Prerequisites

  • Willing to work in 24*7 process
  • Should have team management experience
  • Should be ready to work 100% from Office
Key Skills

  • Ability to Handle high level client escalation & respond in a timely manner
  • Should be able to train resources when required & Act as a SME where required
  • Hands-on experience in evaluating performance and developing action plans for improvements
  • Update Knowledge management base for entire team
  • Co-ordinates all training / process related activities
  • Responsible for conducting monthly assessments for all associates and maintaining skill competency matrix
  • Bring the BQ associates on track and improve performance levels of them as well as team
  • Should be a good people leader who can manage absenteeism and attrition
  • Experience in implementing metrics and measurements
  • Experience in workforce planning, estimation and Budgeting
Job Responsibilities

  • Handle all client requests and escalations at the right time
  • Maintain & Analyze data on various KRA's to improve process performance
  • Coach / provide feedback to associates for overall improvement
  • Conduct case scrubs to determine root causes
  • Manage absenteeism and attrition
  • Design and Implement rewards and recognition and performance improvement policy for the subordinates
  • Conduct periodic performance reviews for team members

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