Manager Operations (Customer Care)

Customer Service / Public Relations / Call Center

About the Employer

Job Description

HCL Tech charging

Progress"

Manager Operations (Customer Care)

www.hcltech.com

Sri Lanka / DPO / Full-Time

We are HCL Tech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment you'll thrive in, then you're in the right place. Join us on our journey in advancing the technological world through innovation and creativity.

Job Responsibilities

Manage the budget and schedule for the projects assigned, responsible for managing multiple assigned on boarding projects to completion, coordinating interrelated operational tasks required to support the proposed solution.

The individual should have an ability to understand and carry out the allocated tasks and responsibilities in a timely and consistent manner and deliver results so as to exceed one's own standards.

To formulate the key result areas of the team leaders and team members.

  • Conduct appraisals and feedback sessions with team leaders and agents at regular intervals.

Performance and SLA management and ensure good customer satisfaction feedback from both internal as well as external clients.

plan and coordinate the staffing activities of the respective processes in accordance with documented policies and procedures. Effectively manage client relationships in order to maintain and grow their existing business to ensure revenue generation. To provide information to their customer regarding their queries and resolve the end customer issues as per defined SLA.

Job Requirements

Bachelor's degree or Master's degree in any relevant field.

7-10 years' exposure in customer service(local/international) side minimum 3-4 years in Team Lead role.

Able to work independently and efficiently to meet SLA.

  • Able to comprehend the request of the customer and meet the quality standard.

Having strong communication skills is a must.

Flexible to work based on rotational shift basis.

How You'll Grow

At HCL Tech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.

Why Us

We've been at the forefront of IT services solutions in Sri Lanka for over 2 years.

We offer End-to-end digital transformation expertise that helps clients from strategy through execution.

We work with the biggest brands, offering the opportunity to be a part of industry-leading work.

We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark.

We offer freedom and flexibility on the job, empowering our employees to make decisions.

We offer a virtual-first work environment, promoting a good work-life balance and real flexibility.

Our company is extremely diverse with representation of 165 nationalities.

We offer the opportunity to work with colleagues across the globe.

We offer comprehensive benefits for all employees.

We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.

Equality & Opportunity for All

As a company with employees representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

Send your CV to [email protected]