HCLTech · 1 month ago
Call Center Manager
Reno, NV
Full-time
Onsite
Entry, Mid Level
$51K/yr - $61K/yr
1+ years expHCLTech is seeking a Call Center Manager to oversee day-to-day operations of omni-channel consumer engagement. The role involves managing associate performance, ensuring adherence to policies, and driving operational efficiencies to meet client expectations.
Information and Communications Technology (ICT)IT ManagementOutsourcingSoftwareTelecommunications
Responsibilities
Leads the program as the subject matter expert (SME), including product knowledge and elevated contact issues, and as the product, service and associate champion
Drives all program systems and processes to ensure that production and quality expectations are achieved and meet or exceed all client contractual requirements
Initiates partnership with internal departments to develop and implement program specific plans for the team or individuals; assists with program training, quality monitoring, financial reviews and program reporting
Continually monitors overall volume and scope of work to ensure appropriately resources are in place to achieve contractual obligations
Utilizes independent judgment, to ensure operational efficiencies, conducts ongoing review of operating policies, procedures and workstreams. Recommends and implements operational improvements
Develops and maintains a strong partnership with appropriate internal business partners to contribute to long term collaboration
Proactively develops a culture of inclusiveness and positive associate relations, developing reward, recognition and incentive programs, assigns and directs work, appraises performance and manages talent
Responds to, and complies with any investigations, audits, periodic reviews and complies with all HCL Tech and client standard operating procedures (SOPs)
Interviews and trains associates, maintains program-related job aids, and internal and external communications
Ensures that all related administrative forms and reports are completed, including but not limited to payroll, associate time-tracking and attendance and project results
Coach and mentor Account Specialist(s) and Account Representatives to increase business acumen and bench strength
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Work closely with Human Resources to ensure policy adherence is communicated consistently and that any associated coaching or feedback is monitored fairly across the assigned work groups
Qualification
Required
Minimum of a high school diploma or general education degree (GED)
Minimum of one to three years of experience supervising or managing functions and personnel, preferably in a contact center environment
This position requires completion and certification of all program-related training; Do Not Call and all other Privacy and Compliance related training
Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids
Ability to write routine correspondence
Ability to speak effectively and informatively, and respond to questions from customers, clients or Associates of an organization, over the phone or in-person
Ability to define problems, collect data, establish facts, identify trends and draw valid conclusions
Proficiency with Windows-based applications within a network environment
Proven ability to comprehend new systems and technologies
Ability to manage difficult, irate or emotional situations while maintaining composure
Ability to multi-task, along with excellent time and process management/project management skills
Ability to handle conflict and balance the needs of the program and the team
Previous client management experience to include negotiation skills
Knowledge of financial statements, budgets and impact to the department
Accountability - Strives to take appropriate action in all aspects of work
Adaptability - Adjusts to new conditions, work situations and responsibilities
Communication - Clearly conveys key messages, written and verbally
Integrity and Ethics - Commits to being honest and having strong moral principles
Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks
Quality - Completes work that is attentive to detail and accurate
Teamwork - Works together to achieve common goals
Benefits
401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Professional development assistance
Referral program
Relocation assistance
Retirement plan
Tuition reimbursement
Vision insurance
Company
HCLTech
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation.
10001+ employees
H1B Sponsorship
HCLTech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2975)
2024 (3974)
2023 (3649)
2022 (3861)
2021 (4093)
2020 (4317)
Funding
Current Stage
Public CompanyTotal Funding
$220MKey Investors
ChrysCapital
2008-07-10Post Ipo Equity· $220M
2000-01-06IPO
Leadership Team
Vijayakumar C.
Chief Executive Officer
Alan Flower
Executive Vice President - CTO & Global Head, AI & Cloud Native Labs
Recent News
2026-01-17
Techcircle
2026-01-17
Company data provided by crunchbase