Company description / JD introduction

• We are HCLTech, one of the fastest-growing large tech companies in the world and home to 220,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, Cloud and AI.
• The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Responsibilities/ Tasks

Customer Support:

• Provide information to customers regarding their queries and resolve end customer issues as per defined SLA.
• Work independently and efficiently to meet SLA. Comprehend customer requests and meet quality standards.

Team Management:

• Formulate the Key Result Areas (KRAs) of the Team Leaders and Team Members.
• Conduct appraisals and feedback sessions with Team Leaders/FTs and agents at regular intervals.
• Manage performance and SLA, ensuring good customer satisfaction feedback from both internal and external clients.
• Plan and coordinate the staffing activities of the respective processes in accordance with documented policies and procedures.

Attendance and Leave Management:

• Monitor attendance, login hours, and unscheduled leave.

Client Relationship Management:

• Effectively manage client relationships to maintain and grow existing business, ensuring revenue generation.

Project Management:

• Manage the budget and schedule for assigned projects.
• Responsible for managing multiple assigned onboarding projects to completion.
• Coordinate interrelated operational tasks required to support the proposed solution.

Education/certification

• Bachelor’s/Master’s Degree: In a related field.

Key Skills Required

• Customer Support: Ability to provide information to customers and resolve issues as per defined SLA.
• Team Management: Ability to formulate KRAs, conduct appraisals, and manage team performance.
• Attendance Management: Monitor attendance, login hours, and unscheduled leave.
• Client Relationship Management: Effectively manage client relationships to maintain and grow existing business.
• Project Management: Manage budgets and schedules for projects, and coordinate interrelated operational tasks.
• Communication Skills: Strong communication skills to comprehend customer requests and meet quality standards.
• Independent Work: Ability to work independently and efficiently to meet SLA.