Job description:

About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Process Manager - Voice

Job Summary
The key job purpose is to deliver specific assigned SLAs such as CSAT through the team, uphold process adherence and compliance, manage team attrition, spearhead training development and initiatives, promote team engagement, provide regular updates, address and resolve team issues and concerns, and perform regular team reviews.

• Key Responsibilities
  1. Need To Ensure All The Daily Deliverables Are Delivered On Time And With Agreed Accuracy As Per The Sla. Needs To Ensure The Process Is Managed As Per The Terms Of The Sla. Need To Be Involved In Sla Creation, Renewal And Sign Off.
  2. To Forecast The Rolling Revenue Every Month And Ensure This Is Meet. Ensure Cost Is Managed Efficiently As Per Agreed Targets. From Growth Point Of View To Look Out For New Business With The Existing Business Group.
  3. Ensure Attrition And People Growth Are Managed Efficiently. Attrition Should Be With In The Given Target. To Ensure Resources Are Up Skilled With Training And Professional Growth Is Taken Care At All Levels.
  4. To Ensure Teams Goals Are Aligned With Organization Goals At Large. Different Management Initiatives Are Run Efficiently With The Team And To Achieve The Desired Results.
  5. All Regulatory And Risk Controls Are Compliant With As Per The Process Requirement. In Case Of Any Additional Controls Required, Needs To Be Build In. For New Business To Be On Top Of Transitions And Associated Activities.