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Voice Process for banking Sector
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HCLTech Mega drive -International Banking Process (Experienced) 21-Aug-2025 .
HCL Walk-In Drive – International Banking Voice Process
Date: 21-Aug-2025
Time: 11:00 AM – 3:00 PM
Location: HCL Technologies-AMB 6, South Phase, Ambattur Industrial Estate, 8, Madras ,Thiruvallur High Rd, Ambattur, Chennai, Tamil Nadu 600076
Designation: Associate
Process: Inbound Calling. * No sales or upselling or cross selling. *
Experience: 1 to 3 Yrs in International Voice process.
Mandatory qualifications:
Excellent communication skills both verbal and written Mandatory.
A problem solving mind-set.
The ability to multi task, Able to work well as an individual and as part of a team
Designation: Analyst
Process: Inbound Calling. * No sales or upselling or cross selling. *
Experience: 4 to 6 Yrs in International Voice process.
Responsibilities
- Responding to clients via both voice and written communication. Utilizing both to ensure that the client gets the right outcome in a timely manner and that the outcome meets the individuals needs
- Responding to queries regarding our products, services, data and client accounts
- Managing multiple client queries at once
- Utilizing workflow tools to manage your own workload
- Contributing to the achievement of team targets including service levels and quality measures
- Maintain accurate records of customer communication and discussions using the appropriate internal system/s
- Utilizing available knowledge tools to not only ensure you are following correct processes but also to ensure you are asking the right questions at the right time
- Supporting or seeking support from other internal teams to ensure clients queries are answered and resolved
- Ensure that good client / consumer outcomes are at the center of all operational activity and decision making
- Deliver great clients and consumers service and seek to exceed client / consumer expectations
Mandatory qualifications:
Excellent communication skills both verbal and written Mandatory.
A problem solving mind-set.
The ability to multi task, Able to work well as an individual and as part of a team
Designation : Senior Team Lead
Job Summary:
We are seeking an experienced Senior Team Lead to join our international voice process team. The successful candidate will be responsible for leading a team of customer service representatives and team leads, driving team performance, and ensuring high-quality customer interactions.
Key Responsibilities:
1. Team Management: Lead, motivate, and coach a team of customer service representatives and team leads to achieve business objectives and deliver high-quality customer experiences.
2. Performance Management: Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction.
3. Quality Assurance: Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues.
4. Process Improvement: Identify areas for process improvement and collaborate with stakeholders to implement changes.
5. Customer Escalations: Handle complex customer escalations and provide solutions or alternatives to resolve issues.
6. Reporting and Analysis: Analyze team performance data and provide insights to inform business decisions.
Requirements:
1. Education: Bachelor's degree in any discipline.
2. Experience: Minimum 3-4 years of experience in a team lead or supervisory role in a voice process or customer service environment
3. Skills:
- Strong leadership and team management skills.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work in a fast-paced environment and handle multiple priorities.
- Familiarity with quality management systems and processes.
4. Language Skills: Proficiency in English language (speaking, reading, and writing).
Designation : Associate Manager
Job Summary:
We are seeking an experienced Associate Manager to join our international voice process team. The successful candidate will be responsible for overseeing the daily operations of a team, driving performance, and ensuring high-quality customer interactions.
Key Responsibilities:
1. Team Management: Lead and manage a team of customer service representatives and team leads to achieve business objectives and deliver high-quality customer experiences.
2. Performance Management: Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction.
3. Quality Assurance: Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues.
4. Process Improvement: Identify areas for process improvement and collaborate with stakeholders to implement changes.
5. Training and Development: Develop and deliver training content to agents on products/services, processes, and procedures.
6. Customer Escalations: Handle complex customer escalations and provide solutions or alternatives to resolve issues.
7. Reporting and Analysis: Analyze team performance data and provide insights to inform business decisions.
Requirements:
1. Education: Bachelor's degree in any discipline.
2. Experience: Minimum 4-6 years of experience in a team lead or supervisory role in a voice process or customer service environment, with at least 2 years of experience in a leadership role.
3. Skills:
- Strong leadership and team management skills.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work in a fast-paced environment and handle multiple priorities.
- Familiarity with reporting and analysis.
4. Language Skills: Proficiency in English language (speaking, reading, and writing).
Contact HR - Sanjay.
