Entreprise
HCLTech is a global technology company, home to more than 219,000 people 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. Consolidated revenues as of 12 months ending June 2024 totaled $13.4 billion. To learn how we can supercharge progress for you, visit hcltech.com.
We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America.
These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit hcltech.com/careers.
HCLTech 's Global Delivery center in Morocco was launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).
HCLTech received "Feel Good" 2024 label at the 2024 Employer Brand ceremony for having a transparent communication around their corporate culture.
Adresse
Technopolis
Poste
At HCL, we owe our success to the efficiency of our organizational processes. To help maintain and grow this standard, we are looking at experienced Team Leader.
Job Description
• As a Team Lead with HCL Technologies, you will lead the team responsible for managing stakeholder orders, escalations and inquires for our EMEA market.
• The ideal candidate will be an effective leader, a strong planner and organizer, with the ability to maintain a high level of motivation, in a fast-paced environment.
Job Responsibility
• Provide operational leadership to the Service Desk Agents through refined resource planning, monitoring and adjusting performance, following stakeholders’ inputs.
• Proactively monitor actual performance, against expected service levels, and implement process improvements to achieve the expected levels. Update these progressions to fulfil performance-reporting requirements.
• Drive team quality results and CSAT feedback, implementing the necessary actions to improve customer experience.
• Guide the Service Desk Agents in escalation scenarios when extra support is required, by acting as a center of competence on processes, systems, and procedures.
• Support Account Teams and Managers with new and in-transition customers, ensuring operational processes are at their prime and within the established terms.
• Assess the necessary skillset for Service Desk Agents and proactively coach the team to achieve these benchmarks.
• Own the customer experience by liaising with: Various Help Desks (both internal and external) and working alongside providers until escalations are closed.
• Support reporting capability on the daily activity to fulfil performance reporting requirements
• Drive best practices and process adherence from the team to ensure best customer experience
Profile recherché
Skills Required:
• Excellent verbal and written communication skills for internal and customer related communication
• Extensive experience customer service domain
• Customer 1st attitude and is a stickler for process adherence
• Attention to detail
• Ability to multitask, be flexible and take accountability and ownership for his/her work
• Experience working with diverse teams across multiple locations in an unstructured environment is a must
• Good analytical skills
• Ability to work under strict timelines
• Experience in identifying errors and conducting Root Cause Analysis using various tools
• Excellent knowledge of MS Word, Excel, and Power point
Educational Qualifications:
• College degree of any 4-year course or equivalent work experience
Experience:
• Minimum 5 years of work experience in Service industry (BPO/KPO/Contact Centre/Back Office)
