Shift Lead - English, Arabic, Microsoft Windows
HCL Technologies
Job Summary
Role Purpose: Drive data‑driven workforce decisions by delivering insightful reports, dashboards, and automated solutions to improve operational efficiency and performance.
Key Responsibilities
- Develop and maintain WFM reports & dashboards using Power BI
- Analyze volume, AHT, shrinkage, SLA, and utilization trends
- Automate report generation and data workflows (Power BI, Excel, scripting tools)
- Ensure accurate forecasting & capacity planning support
- Partner with operations to provide actionable insights and performance recommendations
Maintain data integrity, governance, and documentation
Tools & Environment
- Power BI – Dashboarding & data visualization
- Excel (Advanced) – Pivot, Power Query, macros
- Automation Tools – Power Automate / VBA / Python (as applicable)
- WFM Tools – (e.g., Avaya, NICE, Verint – depending on environment)
- ServiceNow (or ITSM) – Data source for ticket trends
Skill Requirements
- Strong expertise in Power BI (DAX, data modeling, visualization)
- Experience in automation & workflow optimization
- Analytical skills with focus on trend analysis & insights
- Good understanding of WFM metrics (SLA, forecast vs actual, occupancy)
Strong stakeholder communication & storytelling with data
Other Requirements
Strong stakeholder communication & storytelling with data
Why HCLTech?
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.
