HCLTech

is searching for a high-performing Shift Lead to join our Support & Operations team.

In this critical role, you will be searching for ways to optimize team performance and ensure operational excellence across multi-language support channels.

Key Responsibilities:

• Service Excellence: Monitor and manage real-time call and chat responses in both Arabic and English, ensuring all interactions meet strict Service Level Agreements
• Resource Management
• Operational Analysis: Conduct ad-hoc analyses and participate in Service Improvement Plan (SIP) activities using Microsoft Windows tools to enhance infrastructure management.
• Escalation Resolution
• Customer Insights
• Knowledge Management.

Required Skills & Qualifications:

• Bilingual Proficiency.
• Technical Expertise
• Management Experience.
• Analytical Skills
• Mindset.

Preferred Requirements:

• Certification: An ITIL Foundation Certification is considered optional but highly valuable for this position.