Team Lead - Customer Care
HCLTech
Team Lead - Customer Care
About this role
Job Summary
Role Summary
Responsible for real-time queue monitoring and intraday management to ensure SLA adherence through optimal resource utilization
Experience & Qualification
- 2–5 years in WFM/RTA role
- Graduate (any discipline)
- BPO/Contact Center experience preferred
KPIs
- SLA attainment
- Adherence management
- Real-time decision accuracy
- Shrinkage control
Key Responsibilities
- Monitor real-time performance (SLA, AHT, Shrinkage, Queue depth, Service level)
- Manage intraday staffing by adjusting schedules, breaks, and offline activities
- Identify and highlight risks to SLA, and take corrective actions proactively
- Coordinate with Operations and WFM for real-time decisions (skilling, callouts, OT)
- Track attendance, adherence, and shrinkage in real time
- Publish intraday reports and provide performance updates
Skill Requirements
- Strong understanding of WFM metrics (SLA, AHT, Occupancy, Shrinkage)
- Good analytical and decision-making skills
- Advanced Excel knowledge
- Familiarity with WFM tools (Aspect, NICE, IEX, Genesys, etc.)
- Strong communication and coordination skills
Other Requirements
Real Time Management and Reporting
Frequently Asked Questions
Is the salary disclosed for the Team Lead - Customer Care position at HCLTech?
The salary for this Team Lead - Customer Care 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 Team Lead - Customer Care position at HCLTech located?
This Team Lead - Customer Care role at HCLTech is based in Sholinganallur, 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 Team Lead - Customer Care 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 Team Lead - Customer Care job at HCLTech posted?
This Team Lead - Customer Care position at HCLTech was posted on Aug 5, 2026. Apply as soon as possible — early applications are often reviewed first.
Team Lead - Customer Care
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.