Team Lead - Customer Care
HCLTech
Sholinganallur, Tamil Nadu, IndiaPosted about 1 month agoDiscoveredMatch locked
Full-time2+ years exp
Role Summary
Responsible for real-time queue monitoring and intraday management to ensure SLA adherence through optimal resource utilization
Experience & Qualification
- 2-5 years in WFM/RTA role
- Graduate (any discipline)
- BPO/Contact Center experience preferred
KPIs
- SLA attainment
- Adherence management
- Real-time decision accuracy
- Shrinkage control
Key Responsibilities
- Monitor real-time performance (SLA, AHT, Shrinkage, Queue depth, Service level)
- Manage intraday staffing by adjusting schedules, breaks, and offline activities
- Identify and highlight risks to SLA, and take corrective actions proactively
- Coordinate with Operations and WFM for real-time decisions (skilling, callouts, OT)
- Track attendance, adherence, and shrinkage in real time
- Publish intraday reports and provide performance updates
Skill Requirements
- Strong understanding of WFM metrics (SLA, AHT, Occupancy, Shrinkage)
- Good analytical and decision-making skills
- Advanced Excel knowledge
- Familiarity with WFM tools (Aspect, NICE, IEX, Genesys, etc.)
- Strong communication and coordination skills
Other Requirements
Real Time Management and Reporting
Not included in the source posting: about the role, benefits.
Skills
excel
Who can apply
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