Shift Lead - English, Arabic, Microsoft Windows
About this role
Job Summary
The Shift Lead in Support & Operations plays a critical role in managing team performance and ensuring operational efficiency. This position is responsible for overseeing attendance and leave management, resolving escalations, and conducting analyses to support infrastructure management. The Shift Lead ensures adherence to service level agreements (SLAs) while fostering positive customer satisfaction and continuous improvement within the team.
Key Responsibilities
1. Monitor And Manage Call And Chat Responses, Ensuring They Are Addressed Within Agreed Slas While Utilizing Arabic And English Communication Skills.
2. Maintain And Manage Attendance, Leave Reports, Breaks, And Shift Rosters To Ensure Optimal Staffing And Resource Allocation.
3. Conduct Ad-Hoc Analyses And Participate In Sip Activities Using Windows Tools, Providing Insights For Infrastructure Management And Process Improvements.
4. Resolve Escalations Promptly, Adhering To Established Processes And Quality Compliance Standards, Ensuring A Seamless Customer Experience.
5. Collect And Analyze Customer Feedback To Ensure Positive Customer Satisfaction And Implement Necessary Improvements Based On Insights Gathered.
6. Update The Knowledge Base By Documenting Processes And Analyses Accurately, And Disseminating Knowledge To The Team To Enhance Performance And Operational Effectiveness.
2. Maintain And Manage Attendance, Leave Reports, Breaks, And Shift Rosters To Ensure Optimal Staffing And Resource Allocation.
3. Conduct Ad-Hoc Analyses And Participate In Sip Activities Using Windows Tools, Providing Insights For Infrastructure Management And Process Improvements.
4. Resolve Escalations Promptly, Adhering To Established Processes And Quality Compliance Standards, Ensuring A Seamless Customer Experience.
5. Collect And Analyze Customer Feedback To Ensure Positive Customer Satisfaction And Implement Necessary Improvements Based On Insights Gathered.
6. Update The Knowledge Base By Documenting Processes And Analyses Accurately, And Disseminating Knowledge To The Team To Enhance Performance And Operational Effectiveness.
Skill Requirements
1. Proficient In Arabic And English Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Support Tools.
3. Familiarity With Attendance And Leave Management Systems.
4. Basic Knowledge Of Data Analysis Techniques And Infrastructure Management.
2. Solid Understanding Of Windows Operating Systems And Support Tools.
3. Familiarity With Attendance And Leave Management Systems.
4. Basic Knowledge Of Data Analysis Techniques And Infrastructure Management.
Other Requirements
1. Optional But Valuable: Itil Foundation Certification
Frequently Asked Questions
Is the salary disclosed for the Shift Lead - English, Arabic, Microsoft Windows position at HCLTech?
The salary for this Shift Lead - English, Arabic, Microsoft Windows role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Shift Lead - English, Arabic, Microsoft Windows position at HCLTech located?
This Shift Lead - English, Arabic, Microsoft Windows role at HCLTech is based in Patna, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Shift Lead - English, Arabic, Microsoft Windows position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Shift Lead - English, Arabic, Microsoft Windows job at HCLTech posted?
This Shift Lead - English, Arabic, Microsoft Windows position at HCLTech was posted on Sep 28, 2026. Apply as soon as possible — early applications are often reviewed first.
Shift Lead - English, Arabic, Microsoft Windows
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.