Major Responsibilities

• Manage the team’s daily operations.

• Align with customers on policies and priorities.

• Leverage an empowered role to promptly resolve team issues.

• Provide visibility and attention to unresolved customer and agent inquiries.

• Proactively share best practices and process efficiencies.

• Update and maintain documentation.

• Advocate for process improvements and continuously seek opportunities to enhance customer experience with minimal effort.

• Comply with HCL leadership, policies, and standards.

• Lead and guide the team to achieve KPIs and SLAs, along with other HCL-related tasks.

Technical Skills

• Experience in business-to-business order management and quoting (Required).

• Hands-on experience with CRM, preferably Salesforce.

• Understanding of accounts receivable (Preferred).

• Proficiency in Microsoft Office Suite (Required).

Soft Skills

• 5+ Years, Experience in team management (Required).

• Strong interpersonal, communication, and organizational skills (Required).

• Ability to effectively communicate and work cross-functionally to resolve issues (Required).

• Ability to multi-task and handle diverse job responsibilities (Required).

Role-Specific Competencies and Requirements

• Problem-solving skills and a can-do attitude (Required).

• Comfortable with new technology (Required).

• Strong leadership skills (Required).

• Customer satisfaction-oriented mindset (Required).

• Proficiency in MS Excel (medium to advanced level) (Required).

• Sense of urgency and ability to solve problems efficiently (Required).

• Fast learner with adaptability to dynamic environments (Required).

• Excellent communication and interpersonal skills at all organizational levels (Required).

• Ability to work effectively as part of a team in a fast-paced and high-pressure environment (Required).

• Good time-management skills (Required).

Educational Requirements

• (Required). Bachelor’s degree in Accounting, Finance, Management, Engineering, or a related field

• Master’s degree (Preferred).

• Minimum of 5 years as Operations Manager (Required).

• Experience managing teams of 15+ members (Required).