Voice Process for banking Sector - EXPERIENCED

HCLTech Mega drive -International Banking Process (Experienced) 21-Aug-2025 .

HCL Walk-In Drive – International Banking Voice Process

Date : 21-Aug-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 600076

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 both verbal and written Mandatory.

A problem solving mind-set.

The ability to multi task, Able to work well as an individual and as part of a team

Designation : Analyst

Process : Inbound Calling.

Experience : 4 to 6 Yrs in International Voice process.

Responsibilities

Mandatory qualifications :

Excellent communication skills both verbal and written Mandatory.

A problem solving mind-set.

The ability to multi task, Able to work well as an individual and as part of a team

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).

Designation : Associate Manager

Job Summary :

We are seeking an experienced Associate Manager to join our international voice process team. The successful candidate will be responsible for overseeing the daily operations of a team, driving performance, and ensuring high-quality customer interactions.

Key Responsibilities :

1. Team Management : Lead and manage 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. Training and Development : Develop and deliver training content to agents on products / services, processes, and procedures.

6. Customer Escalations : Handle complex customer escalations and provide solutions or alternatives to resolve issues.

7. 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 4-6 years of experience in a team lead or supervisory role in a voice process or customer service environment, with at least 2 years of experience in a leadership role.

3. Skills :

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

Contact HR - Sanjay.

Skills Required

Problem Solving, Inbound Calling, Team Management, Leadership, Communication