Shift Lead (Support & Operations)

Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Customer Success

In short

This role is for a Shift Lead in Support & Operations, based in Lucknow, India. Responsibilities include maintaining attendance and leave reports, ensuring timely resolution of escalations through analysis and infrastructure management, and achieving positive customer satisfaction.

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 disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities.

Requirements

Basic analysis/infrastructure management skills.
Ability to resolve escalations in a timely manner adhering to process and quality compliance.
Ability to ensure positive customer satisfaction and feedback.
Ability to update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities.

#Support#Operations#Shift Lead

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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