Senior Team Lead

HCLTech

On-site Mexico

HCLTech has 2,272 other open jobs

Job Summary

Job Description 1

Monitor quality and progress of work; check and approve subordinates' work (turnaround time, risk analysis, overall team performance, project planning) within authorization level and/or in close cooperation with the manager

Encourage process improvement, assess proposals of subordinates, and propose changes or improvements to higher management

Ensure timely and correct reporting to the process manager per applicable procedures and guidelines, and ensure recording and traceability of data

Comply with Business Systems and practices

Manage a group of DSS+ agents

Responsible for coaching and developing subordinates

Respond to escalations and become process expert on assigned product lines

Key Responsibilities

KPIs 1

KPI

Description

Team Escalations

Escalations are complaints received from DS/DSM & Sales

Time component for FMR

Timeliness Response within 3 hours

Team Quality

Quality Pass rate

Team TRT

Task Resolution Time: how fast the ticket is resolved

Team Order Defects

Any order submission that cannot be accepted due to missing or incorrect information, which would result in policy violation or side agreement (if accepted in current form). This order submission is sent back to upstream to be re-created.

Team Sales Compliance

Contract vs Booking Pass Rate as calculated by Sales Compliance team

Team Productivity

Total team count of cases closed / total team productive hours

Team Utilization (Attendance)

% of productive time / billable time

Coaching Compliance

Timely RCA & coaching delivery

Team Hygiene

Hygiene metric to capture correct inputs on Vector Tasks

Skill Requirements