Walkin Drive

2 weeks ago

Chennai, Tamil Nadu, India HCLTech Full time ₹ 9,00,000 - ₹ 12,00,000 per year

HCLTech Walk-in Drive - International Banking Voice Process

Date:
03rd October
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

Contact HR
- Sanjay

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 are both verbal and written Mandatory.

A problem-solving mind-set.

The ability to multitask, Able to work well as an individual and as part of a team.

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 individual's 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

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:

  4. Strong leadership and team management skills.

  5. Excellent communication, interpersonal, and problem-solving skills.

  6. Ability to work in a fast-paced environment and handle multiple priorities.

  7. Familiarity with quality management systems and processes.

  8. Language Skills: Proficiency in English language (speaking, reading, and writing)

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