Shift Lead (Support & Operations)

Logistics, Sales & Operations

In short

As a Shift Lead in Support & Operations in Chennai, Tamil Nadu, you will be responsible for managing attendance, leave reports, and ensuring timely resolution of escalations while adhering to SLAs and maintaining customer satisfaction. You will also contribute to infrastructure management and knowledge base updates.

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 the process and quality compliance.
Ensure positive customer satisfaction and feedback.
Update knowledge base through accurate documentation and disseminating knowledge to the team.

Requirements

Basic analysis skills.
Infrastructure management skills.
Adherence to process and quality compliance.

Desired Qualifications

Maintain attendance & leave reports.
Ensure responsibilities/escalations are resolved in a timely manner through basic analysis/infrastructure mgmt.

Benefits

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

#Support#Operations#Shift Lead#SLA#Attendance#Leave Reports#Analysis#Infrastructure Management#Customer Satisfaction#Knowledge Base#Documentation#Team Performance#Chennai#Tamil Nadu#India

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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