Shift Lead (Support & Operations)

Logistics, Sales & Operations · Customer Support

In short

As a Shift Lead in Support & Operations in Bengaluru, Karnataka, you will ensure calls and chats are addressed within SLAs, manage attendance and leave reports, and resolve escalations promptly. Your role involves performing adhoc analyses, infrastructure management, and ensuring positive customer satisfaction through accurate documentation and knowledge dissemination.

Responsibilities

Ensure calls/chats are addressed within agreed SLAs
Maintain attendance, leave reports, breaks & shift rosters
Perform adhoc analyses, SIP activities and infrastructure management
Resolve escalations in a timely manner adhering to process and quality compliance
Ensure positive customer satisfaction and feedback
Update knowledge base through accurate documentation and disseminate knowledge to the team

Requirements

Maintain attendance & leave reports
Ensure timely resolution of responsibilities/escalations through basic analysis/infrastructure management

Benefits

Supercharge your potential at HCLTech
Find your career at HCLTech
Find your spark at HCLTech
A place that knows that helping its customers stay on top starts by putting its people first

#Support#Operations#Service Level Agreements#Attendance#Leave Reports#Analysis#Infrastructure Management#Escalation Resolution#Customer Satisfaction#Knowledge Base Management#Documentation

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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