HCLTech · 2 days ago
Team Lead - Customer Care
Texas, United States
Full-time
Onsite
Mid, Senior LevelHCLTech is seeking a Team Lead - Customer Care Delivery Operations to ensure the success of customer service delivery through effective team management. This role involves motivating team members to meet performance indicators while fostering a culture of continuous improvement and professional development.
Information and Communications Technology (ICT)IT ManagementOutsourcingSoftwareTelecommunications
Responsibilities
Monitor And Ensure Adherence To Attendance, Login Hours, And Leave Policies, Providing Regular Updates And Addressing Team Issues To Maintain Operational Efficiency
Facilitate Team Retention Initiatives By Implementing Strategies To Maintain Team Member Satisfaction Within Agreed Norms
Promote Self-Development Among Team Members To Enhance Their Skill Levels And Overall Performance In Customer Service Operations
Manage, Motivate, And Engage Team Members Through Effective Coaching And Mentoring, Inspiring Them To Achieve Their Personal And Professional Goals
Analyze Performance Data To Ensure That All Execution Parameters Are Consistently Met Or Exceeded As Defined For The Process, Contributing To The Overall Success Of The Organization
Oversee The Availability And Effectiveness Of Skilled Agents To Resolve Customer Care Requests According To Project Requirements, Ensuring A High Rate Of First Contact Resolution
Ensure Team Members Maintain Current And Accurate Knowledge Through Regular Process Updates, Communications, And Self-Directed Learning Initiatives
Utilize Reporting And Management Information To Run An Effective Team, Achieving Project Outcomes Aligned With Organizational Goals
Uphold Adherence To Company Policies, Including Those Related To Confidentiality And Ethical Conduct, Fostering A Compliant Work Environment
Contribute To The Effective Management Of Customer Experience Capabilities By Supporting Timely Hiring, Performance Management, And Capacity Planning Within Budgetary Constraints
Qualification
Required
Strong Understanding Of Customer Service Principles And Practices
Proficient Written And Verbal Communication Skills
Familiarity With Operations Management Processes And Metrics
Basic Mentoring And Coaching Skills To Develop Team Performance
Ability To Analyze Performance Data And Generate Actionable Insights
Preferred
Optional Certifications In Customer Service Excellence Or Leadership Development Are Valuable For This Role
Benefits
FULL Medical/Vision/Dental/401K/FSA/Ancillary Plans
Tuition Reimbursement
Employee Assistance Program
Employee Discount Center
Company
HCLTech
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation.
Founded in 1976
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
2026-01-14
Company data provided by crunchbase