HCLTech Walkin Drive - International Banking Voice Process

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

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