Description We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis.
We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.If all this sounds like an environment you'll thrive in, then you're in the right place.
Join us on our journey to advancing the technological world through innovation and creativity.Your Role & ResponsibilitiesDaily Management of shiftJob allocation to associatesImproving skill level through Self-development or nominating training programs Skill Reverification TestsMeeting Quality Scores and bringing Innovation and Process ImprovementTo consistently meet or exceed all agreed Productivity parameters and SLAs as defined for the processSet clear objectives, define roles and responsibilities and ensure each team member aligns with the team's vision.Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.Recognize and reward good performance, provide feedback and encourage professional development.Ensure team compliance with company policies and procedures.Support and guide team members to ensure they meet their individual targets and KPIs.Generate reports on team performance and provide regular updates to senior management.Stakeholder managementPrepare PPTs, Excel and other reports for client reviews and meetings Requirements Qualifications & ExperienceMinimum RequirementsGraduate in any streamRequired Work ExperienceMinimum of (3) three years of experience in a leadership or management role.Experience handling complaints.Experience working and managing communications, with multiple cross-functional teams/stakeholders.Having worked on SAP or similar CRM applicationSkill set RequiredAbility to work under pressure and manage multiple tasks simultaneously.Proficient in Microsoft Office (Excel & PowerPoint).Knowledge of the industry's best practices and trends for team management.Situational/contextual awareness with the ability to understand the impacts of one's work.Excellent critical and analytical thinking abilitiesHigh attention to detail, and high level of professionalismExcellent analytical skills and strong decision-making skills committed to resolution and complianceStrong organizational, time and workflow management skillsStrong leadership and organizational skills.Required Language ThresholdsItalian C1 LevelFrench C1 LevelEnglish B2 Level Offer Permanent contractCompetitive salaryPrivate health and life insurance from day one in the companyWorking hours: Monday to FridayHybrid Work ModuleMeal allowance on card/voucherEquality & Opportunity for AllRepresenting 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.Candidate Privacy Notice: https://www.hcltech.com/candidate-privacy-notice