Voice Process For banking Sector - Experienced

July 2025 .

HCL Walk-In Drive

Date:

Time:

Location:

Designation:

Process:

Experience:

Responsibilities

• Responding to clients via both voice and written communication. Utilizing both to ensure that the client gets the right outcome in a timely manner and that the outcome meets the individuals needs
• Responding to queries regarding our products, services, data and client accounts
• Managing multiple client queries at once
• Utilizing workflow tools to manage your own workload
• Contributing to the achievement of team targets including service levels and quality measures
• Maintain accurate records of customer communication and discussions using the appropriate internal system/s
• Utilizing available knowledge tools to not only ensure you are following correct processes but also to ensure you are asking the right questions at the right time
• Supporting or seeking support from other internal teams to ensure clients queries are answered and resolved
• Ensure that good client / consumer outcomes are at the center of all operational activity and decision making
• Deliver great clients and consumers service and seek to exceed client / consumer expectations

Mandatory qualifications:

Excellent communication skills both verbal and written Mandatory.

A problem solving mind-set.

The ability to multi task, Able to work well as an individual and as part of a team

Designation : Senior Team Lead

Job Summary:

We are seeking an experienced Senior Team Lead to join our international voice process team. The successful candidate will be responsible for leading a team of customer service representatives and team leads, driving team performance, and ensuring high-quality customer interactions.

Key Responsibilities:

1. Team Management: Lead, motivate, and coach a team of customer service representatives and team leads to achieve business objectives and deliver high-quality customer experiences.

2. Performance Management: Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction.

3. Quality Assurance: Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues.

4. Process Improvement: Identify areas for process improvement and collaborate with stakeholders to implement changes.

5. Customer Escalations: Handle complex customer escalations and provide solutions or alternatives to resolve issues.

6. Reporting and Analysis: Analyze team performance data and provide insights to inform business decisions.

Requirements:

1. Education: Bachelor's degree in any discipline.

2. Experience: Minimum 3-4 years of experience in a team lead or supervisory role in a voice process or customer service environment

3. Skills:

- Strong leadership and team management skills.

- Excellent communication, interpersonal, and problem-solving skills.

- Ability to work in a fast-paced environment and handle multiple priorities.

- Familiarity with quality management systems and processes.

4. Language Skills: Proficiency in English language (speaking, reading, and writing).

Designation : Associate Manager

Job Summary:

We are seeking an experienced Associate Manager to join our international voice process team. The successful candidate will be responsible for overseeing the daily operations of a team, driving performance, and ensuring high-quality customer interactions.

Key Responsibilities:

1. Team Management: Lead and manage a team of customer service representatives and team leads to achieve business objectives and deliver high-quality customer experiences.

2. Performance Management: Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction.

3. Quality Assurance: Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues.

4. Process Improvement: Identify areas for process improvement and collaborate with stakeholders to implement changes.

5. Training and Development: Develop and deliver training content to agents on products/services, processes, and procedures.

6. Customer Escalations: Handle complex customer escalations and provide solutions or alternatives to resolve issues.

7. Reporting and Analysis: Analyze team performance data and provide insights to inform business decisions.

Requirements:

1. Education: Bachelor's degree in any discipline.

2. Experience: Minimum 4-6 years of experience in a team lead or supervisory role in a voice process or customer service environment, with at least 2 years of experience in a leadership role.

3. Skills:

- Strong leadership and team management skills.

- Excellent communication, interpersonal, and problem-solving skills.

- Ability to work in a fast-paced environment and handle multiple priorities.

- Familiarity with reporting and analysis.

4. Language Skills: Proficiency in English language (speaking, reading, and writing).

Contact: HR – Sanjay/Syed