{"id":2072164,"url":"https://alion.io/job/hcltech-senior-team-lead-voice","title":"Senior Team Lead-Voice","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false}],"status":"live","first_seen_at":"2026-10-08T07:33:10Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-27T10:29:37Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Job Summary\nWe are seeking an experienced Senior Team Lead to support Chennai-based international voice operations within a banking contact centre environment. The role will lead and coach customer service teams, drive performance against operational KPIs, strengthen quality and compliance discipline, and support consistent delivery of customer outcomes. The incumbent is expected to act as a strong operational bridge between frontline leadership and Operations Management while promoting accountability, process adherence and continuous improvement.\nKey Responsibilities\nTeam Leadership and Governance\nLead, guide and support frontline customer service teams to achieve business objectives and deliver consistent customer experience.\nDrive daily operating rhythm including huddles, performance reviews, coaching follow-ups and action tracking.\nSupport advisors in managing attendance, adherence, productivity, quality and team engagement.\nAct as an escalation point for advisors on operational challenges, customer impact and people-related matters.\nPerformance Management\nMonitor key performance metrics including service level, productivity, quality, customer experience, schedule adherence, shrinkage and escalation trends.\nReview performance patterns and work with advisors to implement corrective and preventive action plans.\nProvide structured feedback to advisors to improve performance consistency and operational discipline.\nSupport Operations Managers with performance insights, action plans and progress updates for governance reviews.\nQuality, Compliance and Process Adherence\nEnsure adherence to approved processes, quality standards, compliance requirements and client expectations.\nPartner with Quality and Training teams to identify coaching needs, knowledge gaps and process improvement opportunities.\nSupport error reduction, complaint prevention and customer outcome improvement initiatives.\nPromote responsible customer handling, accurate documentation and process consistency across assigned teams.\nCustomer Escalation and Issue Resolution\nHandle sensitive or complex customer escalations with ownership, urgency and professionalism.\nCoordinate with internal support teams to resolve operational issues impacting service delivery or customer experience.\nEnsure escalations are documented, tracked and reviewed for root cause and prevention actions.\nContinuous Improvement and Reporting\nAnalyze team and process-level data to identify improvement opportunities and operational risks.\nSupport process improvement, digital adoption and best practice sharing across teams.\nPrepare clear performance updates, root cause summaries and action trackers for operational reviews\nSkill Requirements\nRequirements\n\nEducation\n\nBachelor's degree in any discipline.\n\nExperience\n\nMinimum 7 years of experience in a voice process / customer service environment, including 2+ experience as Team Lead. Banking contact centre experience will be an added advantage.\n\nLeadership Skills\n\nStrong people leadership, coaching, stakeholder coordination, problem-solving and performance management skills.\n\nOperational Skills\n\nGood understanding of contact centre KPIs, quality frameworks, escalation handling, reporting and action planning.\n\nLanguage Skills\n\nStrong English communication skills, including speaking, reading and writing.\n\nPreferred Domain Exposure\nExperience in banking, business banking, financial services, mortgages, customer servicing, collections voice processes.\nAbility to coach advisors on quality, customer experience, process adherence and documentation standards.\nComfortable working in a fast-paced international voice process with shifting priorities and governance expectations.\nOther Requirements","description_format":"text","description_chars":3724,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-08T07:33:10Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.837,"p_room":0.75,"age_days":18,"expected_fill_days":24,"reasons":["conf:0","velocity","win:late","comp:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-senior-team-lead-voice","json_url":"https://alion.io/job/hcltech-senior-team-lead-voice.json","meta":{"generated_at":"2026-10-27T10:37:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12285,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":225},"rest":"https://alion.io/mcp/rest/get_company?id=225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhcltech-senior-team-lead-voice"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhcltech-senior-team-lead-voice"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhcltech-senior-team-lead-voice"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hcltech-senior-team-lead-voice\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-senior-team-lead-voice"}]}