Job Description

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 Professional Growth And Development.
3. Implement Recognition And Reward Systems To Acknowledge Outstanding Performance, Enhancing Team Morale And Retention Rates.
4. 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

1. 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