{"id":4312423,"url":"https://alion.io/job/hcltech-team-lead-customer-care-3","title":"Team Lead - Customer Care","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","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":["Lucknow, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-14T12:51:45Z","employer_posted_date":"2026-11-14","last_verified_at":"2026-11-14T12:51:45Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nTeam Lead - CC Delivery Operations plays a crucial role in ensuring the success of customer service delivery through effective team management and adherence to operational standards. This position is responsible for guiding and motivating team members to meet key performance indicators such as Customer Satisfaction (CSAT) and process compliance, while fostering a culture of continuous improvement and professional development.\nKey Responsibilities\n1. Monitor And Ensure Adherence To Attendance, Login Hours, And Leave Policies, Providing Regular Updates And Addressing Team Issues To Maintain Operational Efficiency.\n2. Facilitate Team Retention Initiatives By Implementing Strategies To Maintain Team Member Satisfaction Within Agreed Norms.\n3. Promote Self-Development Among Team Members To Enhance Their Skill Levels And Overall Performance In Customer Service Operations.\n4. Manage, Motivate, And Engage Team Members Through Effective Coaching And Mentoring, Inspiring Them To Achieve Their Personal And Professional Goals.\n5. Analyze Performance Data To Ensure That All Execution Parameters Are Consistently Met Or Exceeded As Defined For The Process, Contributing To The Overall Success Of The Organization.\n6. Oversee The Availability And Effectiveness Of Skilled Agents To Resolve Customer Care Requests According To Project Requirements, Ensuring A High Rate Of First Contact Resolution.\n7. Ensure Team Members Maintain Current And Accurate Knowledge Through Regular Process Updates, Communications, And Self-Directed Learning Initiatives.\n8. Utilize Reporting And Management Information To Run An Effective Team, Achieving Project Outcomes Aligned With Organizational Goals.\n9. Uphold Adherence To Company Policies, Including Those Related To Confidentiality And Ethical Conduct, Fostering A Compliant Work Environment.\n10. Contribute To The Effective Management Of Customer Experience Capabilities By Supporting Timely Hiring, Performance Management, And Capacity Planning Within Budgetary Constraints.\nSkill Requirements\n1. Strong Understanding Of Customer Service Principles And Practices.\n2. Proficient Written And Verbal Communication Skills.\n3. Familiarity With Operations Management Processes And Metrics.\n4. Basic Mentoring And Coaching Skills To Develop Team Performance.\n5. Ability To Analyze Performance Data And Generate Actionable Insights.\nOther Requirements\n1. Optional Certifications In Customer Service Excellence Or Leadership Development Are Valuable For This Role","description_format":"text","description_chars":2508,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Systems Integrators","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-11-14T12:51:45Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":14,"reasons":["conf:3","win:early","comp:brand"],"computed_at":"2026-11-14T16:50:40Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-team-lead-customer-care-3","json_url":"https://alion.io/job/hcltech-team-lead-customer-care-3.json","meta":{"generated_at":"2026-11-14T16:50:40Z","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":19238,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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-team-lead-customer-care-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"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-team-lead-customer-care-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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-team-lead-customer-care-3"},{"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-team-lead-customer-care-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-team-lead-customer-care-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4312423}},{"tool":"search_jobs","arguments":{"company":"hcltech.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4312423},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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