Voice Process for banking Sector - EXPERIENCED

HCLTech Mega drive -International Banking Process (Experienced) 25th July 2025 . HCL Walk-In Drive – International Banking Voice ProcessDate: 25th July 2025Time: 11: 00 AM – 2: 00 PMLocation: HCL Technologies-AMB 6, South Phase, Ambattur Industrial Estate, 8, Madras ,Thiruvallur High Rd, Ambattur, Chennai, Tamil Nadu 600076Designation: AnalystProcess: Inbound Calling. * No sales or upselling or cross selling. *Experience: 4 to 6 Yrs in International Voice process. ResponsibilitiesResponding to clients via both voice and written communication.

Utilizing both to ensure that the client gets the right outcome in a timely manner and that the outcome meets the individuals needsResponding to queries regarding our products, services, data and client accountsManaging multiple client queries at onceUtilizing workflow tools to manage your own workloadContributing to the achievement of team targets including service levels and quality measuresMaintain accurate records of customer communication and discussions using the appropriate internal system/sUtilizing available knowledge tools to not only ensure you are following correct processes but also to ensure you are asking the right questions at the right timeSupporting or seeking support from other internal teams to ensure clients queries are answered and resolvedEnsure that good client / consumer outcomes are at the center of all operational activity and decision makingDeliver great clients and consumers service and seek to exceed client / consumer expectationsMandatory qualifications:

Excellent communication skills both verbal and written Mandatory. A problem solving mind-set. The ability to multi task, Able to work well as an individual and as part of a teamDesignation : Senior Team LeadJob Summary: We are seeking an experienced Senior Team Lead to join our international voice process team. The successful candidate will be responsible for leading a team of customer service representatives and team leads, driving team performance, and ensuring high-quality customer interactions. Key Responsibilities: 1. Team Management:

Lead, motivate, and coach a team of customer service representatives and team leads to achieve business objectives and deliver high-quality customer experiences. 2. Performance Management: Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction. 3. Quality Assurance: Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues. 4. Process Improvement: Identify areas for process improvement and collaborate with stakeholders to implement changes. 5. Customer Escalations: Handle complex customer escalations and provide solutions or alternatives to resolve issues. 6. Reporting and Analysis:

Analyze team performance data and provide insights to inform business decisions. Requirements: 1. Education: Bachelor's degree in any discipline. 2. Experience: Minimum 3-4 years of experience in a team lead or supervisory role in a voice process or customer service environment3. Skills: - Strong leadership and team management skills. - Excellent communication, interpersonal, and problem-solving skills. - Ability to work in a fast-paced environment and handle multiple priorities. - Familiarity with quality management systems and processes. 4. Language Skills: Proficiency in English language (speaking, reading, and writing). Designation : Associate ManagerJob Summary: We are seeking an experienced Associate Manager to join our international voice process team.

The successful candidate will be responsible for overseeing the daily operations of a team, driving performance, and ensuring high-quality customer interactions. Key Responsibilities: 1. Team Management: Lead and manage a team of customer service representatives and team leads to achieve business objectives and deliver high-quality customer experiences. 2. Performance Management: Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction. 3. Quality Assurance: Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues. 4. Process Improvement: Identify areas for process improvement and collaborate with stakeholders to implement changes. 5. Training and Development:

Develop and deliver training content to agents on products/services, processes, and procedures. 6. Customer Escalations: Handle complex customer escalations and provide solutions or alternatives to resolve issues. 7. Reporting and Analysis: Analyze team performance data and provide insights to inform business decisions. Requirements: 1. Education: Bachelor's degree in any discipline. 2. Experience: Minimum 4-6 years of experience in a team lead or supervisory role in a voice process or customer service environment, with at least 2 years of experience in a leadership role. 3. Skills: - Strong leadership and team management skills. - Excellent communication, interpersonal, and problem-solving skills.

- Ability to work in a fast-paced environment and handle multiple priorities. - Familiarity with reporting and analysis. 4. Language Skills: Proficiency in English language (speaking, reading, and writing). Contact: HR – Sanjay/Syed