{"id":2072165,"url":"https://alion.io/job/hcltech-team-lead-voice-4","title":"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":"inferred","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":33000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":22},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-08T07:33:10Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-14T00:29:43Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Job Summary\nWe are seeking an experienced Team Lead to manage frontline advisors within Chennai-based international voice operations. The role is responsible for driving team performance, coaching advisors, maintaining quality and process adherence, resolving escalations and supporting operational governance. The ideal candidate should have strong people management capability, good understanding of contact centre metrics and the ability to deliver customer-focused outcomes in a banking or financial services environment.\nKey Responsibilities\nFrontline Team Management\nLead, motivate and coach a team of customer service advisors to deliver business objectives and high-quality customer interactions.\nConduct daily huddles, performance check-ins, coaching conversations and team engagement activities.\nManage attendance, schedule adherence, productivity, break compliance and operational discipline for assigned advisors.\nCreate a positive, accountable and customer-focused team environment.\nPerformance Management\nMonitor advisor-level KPIs including service delivery, productivity, quality, customer experience, adherence and escalation trends.\nIdentify performance gaps and implement timely coaching and action plans.\nTrack improvement progress and maintain clear documentation of coaching, feedback and follow-up actions.\nShare operational updates and team performance insights with Senior Team Lead / Operations Management.\nQuality and Process Adherence\nEnsure advisors follow approved processes, quality standards, compliance requirements and customer handling expectations.\nPartner with Quality and Training teams to address knowledge gaps, process misses and recurring errors.\nSupport advisor readiness through refresher briefings, process updates and knowledge checks.\nPromote accurate case notes, appropriate documentation and consistent call handling standards.\nCustomer Escalations\nHandle customer escalations professionally and ensure timely resolution or appropriate handoff.\nReview escalation reasons, identify root causes and support preventive coaching for advisors.\nMaintain clear communication with internal stakeholders on customer-impacting issues.\nReporting and Continuous Improvement\nPrepare daily and weekly updates on team performance, risks, action plans and improvement progress.\nUse data and observations to identify process improvement opportunities.\nSupport operational initiatives, engagement activities and best-practice sharing within the process.\nSkill Requirements\nPreferred Domain Exposure\nExperience in banking, financial services, mortgages, business banking, customer interaction processes.\nAbility to coach advisors on customer experience, quality, compliance, empathy, accuracy and process discipline.\nComfortable working in a high-volume international voice process with defined productivity and quality expectations.\nOther Requirements\nRequirements\n\nEducation\n\nBachelor's degree in any discipline.\n\nExperience\n\nMinimum 5 years of experience in a voice process / customer service environment, including team handling or supervisory exposure for minimum of 1 year. Banking domain experience will be an added advantage.\n\nLeadership Skills\n\nStrong advisor coaching, communication, interpersonal, conflict resolution and team motivation skills.\n\nOperational Skills\n\nGood understanding of contact centre KPIs, quality expectations, escalation handling and performance tracking.\n\nLanguage Skills\n\nStrong English communication skills, including speaking, reading and writing.","description_format":"text","description_chars":3514,"description_truncated":false,"requirements":{"experience_years_min":5,"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":96,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.964,"p_room":1,"age_days":4,"expected_fill_days":19,"reasons":["conf:3","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-team-lead-voice-4","json_url":"https://alion.io/job/hcltech-team-lead-voice-4.json","meta":{"generated_at":"2026-10-14T05:57:47Z","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":7593,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"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-team-lead-voice-4"},{"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-team-lead-voice-4"},{"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-team-lead-voice-4"},{"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-voice-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-team-lead-voice-4"}]}