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Team Lead - Customer Care

Team Lead - Customer Care El Paso, Texas

Team 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.

Key Responsibilities

• Monitor and ensure adherence to attendance, login hours, and leave policies, providing regular updates and addressing team issues to maintain operational efficiency.
• Facilitate team retention initiatives by implementing strategies to maintain team member satisfaction within agreed norms.
• Promote self-development among team members to enhance their skill levels and overall performance in customer service operations.
• Manage, motivate, and engage team members through effective coaching and mentoring, inspiring them to achieve their personal and professional goals.
• 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.
• 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.
• Ensure team members maintain current and accurate knowledge through regular process updates, communications, and self-directed learning initiatives.
• Utilize reporting and management information to run an effective team, achieving project outcomes aligned with organizational goals.
• Uphold adherence to company policies, including those related to confidentiality and ethical conduct, fostering a compliant work environment.
• Contribute to the effective management of customer experience capabilities by supporting timely hiring, performance management, and capacity planning within budgetary constraints.

Skill Requirements

• Strong understanding of customer service principles and practices.
• Proficient written and verbal communication skills.
• Familiarity with operations management processes and metrics.
• Basic mentoring and coaching skills to develop team performance.
• Ability to analyze performance data and generate actionable insights.

Other Requirements

• Optional certifications in customer service excellence or leadership development are valuable for this role.
• Maximum salary (US): 50000
• Minimum salary (US): 40000

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7 billion.

Compensation and Benefits

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.