Senior Team Lead Customer Care

Job description

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 Key Responsibilities Team Leadership and Governance Lead, guide and support frontline customer service teams to achieve business objectives and deliver consistent customer experience. Drive daily operating rhythm including huddles, performance reviews, coaching follow-ups and action tracking. Support advisors in managing attendance, adherence, productivity, quality and team engagement. Act as an escalation point for advisors on operational challenges, customer impact and people-related matters. Performance Management Monitor key performance metrics including service level, productivity, quality, customer experience, schedule adherence, shrinkage and escalation trends. Review performance patterns and work with advisors to implement corrective and preventive action plans. Provide structured feedback to advisors to improve performance consistency and operational discipline. Support Operations Managers with performance insights, action plans and progress updates for governance reviews. Quality, Compliance and Process Adherence Ensure adherence to approved processes, quality standards, compliance requirements and client expectations. Partner with Quality and Training teams to identify coaching needs, knowledge gaps and process improvement opportunities. Support error reduction, complaint prevention and customer outcome improvement initiatives. Promote responsible customer handling, accurate documentation and process consistency across assigned teams. Customer Escalation and Issue Resolution Handle sensitive or complex customer escalations with ownership, urgency and professionalism. Coordinate with internal support teams to resolve operational issues impacting service delivery or customer experience. Ensure escalations are documented, tracked and reviewed for root cause and prevention actions. Continuous Improvement and Reporting Analyze team and process-level data to identify improvement opportunities and operational risks. Support process improvement, digital adoption and best practice sharing across teams. Prepare clear performance updates, root cause summaries and action trackers for operational reviews. Skill Requirements Education Bachelor's degree in any discipline. Experience Minimum 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. Leadership Skills Strong people leadership, coaching, stakeholder coordination, problem-solving and performance management skills. Operational Skills Good understanding of contact centre KPIs, quality frameworks, escalation handling, reporting and action planning. Language Skills Strong English communication skills, including speaking, reading and writing. Other Requirements Experience in banking, financial services, mortgages, customer servicing, collections voice processes. Ability to coach advisors on quality, customer experience, process adherence and documentation standards. Comfortable working in a fast-paced international voice process with shifting priorities and governance expectations. Apply now Information at a Glance 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 223,000 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 June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled Vimeo Vimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider Vimeo YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider YouTube Advertising Cookies These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies. Consent to all Advertising Cookies Advertising Cookies Provider Description Enabled Google Analytics Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Cookie Information Privacy Policy Terms and Conditions Consent to cookies from provider GoogleAnalytics Google Tag Manager Google Tag Manager is a tag management system for conversion tracking, site analytics, remarketing, and more. Privacy Policy Terms and Conditions Consent to cookies from provider GoogleTagManager LinkedIn LinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn. Cookie Policy Cookie Table Privacy Policy Terms and Conditions Consent to cookies from provider LinkedIn