Senior Team Lead - Customer Care

Senior Team Lead
- Customer Care Guatemala

Senior Team Lead
- Customer Care Guatemala, Guatemala

Job Summary

Senior Team Lead - CC plays a pivotal role in leading a team of customer service agents, ensuring high-quality service delivery, and fostering a culture of continuous improvement. This position is essential for achieving operational excellence, enhancing customer satisfaction, and driving team performance. The Senior Team Lead will oversee daily operations, manage performance metrics, and implement strategies to optimize team effectiveness and morale.

Key Responsibilities

• Facilitate daily stand-ups and maintain open communication channels within the team to promptly address issues and drive resolution.
• Conduct regular performance reviews, providing actionable feedback to team members to support their professional growth and development.
• Implement recognition and reward systems to acknowledge outstanding performance, enhancing team morale and retention rates.
• Clearly communicate attendance policies and performance goals to the team, ensuring alignment and understanding of expectations.
• Monitor and ensure the availability of skilled agents to effectively resolve customer care requests, leveraging back-office systems and customer history for first contact resolution.
• Address root causes of customer issues through structured discussions with customers, taking proactive measures to prevent repeat cases.
• Ensure team members maintain current knowledge of processes through updates and self-directed learning, fostering a culture of continuous improvement.
• Utilize reporting and management information to run an effective team and achieve project and business outcomes aligned with HCLTech goals.
• Adhere to company policies and guidelines, ensuring confidentiality and ethical conduct in all team operations.
• Support the effective management of customer experience capabilities by contributing to timely hiring, performance management, and capacity planning within budget constraints.

Skill Requirements

• Strong understanding of customer service principles and practices.
• Proficiency in verbal and written communication skills.
• Solid knowledge of operations management and team dynamics.
• Ability to mentor and develop team members effectively.
• Familiarity with performance metrics and reporting tools.

Other Requirements

• Optional but valuable certifications in customer service management or operations management.
• Certification in Lean Six Sigma or similar methodologies is a plus.

Information at a Glance

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 226,300 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 December 2025 totaled $14.5 billion.

Benefits

At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:

• Industry-benchmarked compensation
• Best-in-class healthcare benefits
• Personal time off
• Maternity and paternity benefits
• Access to skills / higher education programs/resources
• Discounts on products and services via Benefit Box
• Participate in CSR programs and live life with a purpose
• Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.