Shift Lead
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About HCLTech
HCLTech is a global technology company spread 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. We re powered by our people a global diverse multi-generational talent - representing 161 nationalities whose unique spark perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone everywhere our clients partners their stakeholders communities and the planet. As a company we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you visit
Shift Lead-EnglishARABICWindows
Job Summary
The Shift Lead in Support & Operations plays a critical role in managing team performance and ensuring operational efficiency. This position is responsible for overseeing attendance and leave management resolving escalations and conducting analyses to support infrastructure management. The Shift Lead ensures adherence to service level agreements (SLAs) while fostering positive customer satisfaction and continuous improvement within the team.
(1.) Key Responsibilities
1. Monitor And Manage Call And Chat Responses Ensuring They Are Addressed Within Agreed Slas While Utilizing Arabic And English Communication Skills.
2. Maintain And Manage Attendance Leave Reports Breaks And Shift Rosters To Ensure Optimal Staffing And Resource Allocation.
3. Conduct Ad-Hoc Analyses And Participate In Sip Activities Using Windows Tools Providing Insights For Infrastructure Management And Process Improvements.
4. Resolve Escalations Promptly Adhering To Established Processes And Quality Compliance Standards Ensuring A Seamless Customer Experience.
5. Collect And Analyze Customer Feedback To Ensure Positive Customer Satisfaction And Implement Necessary Improvements Based On Insights Gathered.
6. Update The Knowledge Base By Documenting Processes And Analyses Accurately And Disseminating Knowledge To The Team To Enhance Performance And Operational Effectiveness.
Skill Requirements
1. Proficient In Arabic And English Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Support Tools.
3. Familiarity With Attendance And Leave Management Systems.
4. Basic Knowledge Of Data Analysis Techniques And Infrastructure Management.
Certification
1. Optional But Valuable: Itil Foundation Certification.
HCLTech is a global technology company spread 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. We re powered by our people a global diverse multi-generational talent - representing 161 nationalities whose unique spark perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone everywhere our clients partners their stakeholders communities and the planet. As a company we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you visit
Shift Lead-EnglishARABICWindows
Job Summary
The Shift Lead in Support & Operations plays a critical role in managing team performance and ensuring operational efficiency. This position is responsible for overseeing attendance and leave management resolving escalations and conducting analyses to support infrastructure management. The Shift Lead ensures adherence to service level agreements (SLAs) while fostering positive customer satisfaction and continuous improvement within the team.
(1.) Key Responsibilities
1. Monitor And Manage Call And Chat Responses Ensuring They Are Addressed Within Agreed Slas While Utilizing Arabic And English Communication Skills.
2. Maintain And Manage Attendance Leave Reports Breaks And Shift Rosters To Ensure Optimal Staffing And Resource Allocation.
3. Conduct Ad-Hoc Analyses And Participate In Sip Activities Using Windows Tools Providing Insights For Infrastructure Management And Process Improvements.
4. Resolve Escalations Promptly Adhering To Established Processes And Quality Compliance Standards Ensuring A Seamless Customer Experience.
5. Collect And Analyze Customer Feedback To Ensure Positive Customer Satisfaction And Implement Necessary Improvements Based On Insights Gathered.
6. Update The Knowledge Base By Documenting Processes And Analyses Accurately And Disseminating Knowledge To The Team To Enhance Performance And Operational Effectiveness.
Skill Requirements
1. Proficient In Arabic And English Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Support Tools.
3. Familiarity With Attendance And Leave Management Systems.
4. Basic Knowledge Of Data Analysis Techniques And Infrastructure Management.
Certification
1. Optional But Valuable: Itil Foundation Certification.
Key Skills
- Quality Analysis
- Facility
- ISO
- Inventory Levels
- Root cause Analysis
- Shift operations
- General Maintenance
- Daily Operations
- Supervision
- Analysis
- PLC
- Safety Standards
- Quality Standards
- Time management skills
- Troubleshooting
About Company
HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services, and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong cult ... View more
