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 & Responsibilities
* Daily Management of shift
* Job allocation to associates
* Improving skill level through Self-development or nominating training programs Skill Reverification Tests
* Meeting Quality Scores and bringing Innovation and Process Improvement
* To consistently meet or exceed all agreed Productivity parameters and SLAs as defined for the process
* Set 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 management
* Prepare PPTs, Excel and other reports for client reviews and meetings
Qualifications & Experience
Minimum Requirements
* Graduate in any stream
Required Work Experience
* Minimum 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 application
Skill set Required
* Ability 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 abilities
* High attention to detail, and high level of professionalism
* Excellent analytical skills and strong decision-making skills committed to resolution and compliance
* Strong organizational, time and workflow management skills
* Strong leadership and organizational skills.
Required Language Thresholds
* Italian: Native/C2 Level
* English: B2 Level
Why Us
* Permanent contract
* Competitive salary
* Private health and life insurance from day one in the company
* Working hours: Monday to Sunday, rotating shift
* Hybrid Work Module
* Meal allowance on card/voucher
Equality & Opportunity for All
Representing 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.
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