Job Description
Role Purpose
The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.
Roles and Responsibilities:
- Responsible for managing team of associates
- Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer's needs
- Motivating associates through effective management, career development and implementation of reporting mechanisms
- Liaison with other areas of the company affecting technical support.
- One on One Relationship management
- Analysis of reports including process dashboards and team performance reports.
- Initiate appropriate action plans and trainings
- Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
- Mentor and assist new hires
- Handle customer complaints and provide resolution for escalated calls
- Keep oneself and ensures one's team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
- Ensure that all company information which includes customer information are kept confidential and secured
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- Qualifications:
- Undergraduates/Graduates with 2 to 3 years of work experience as a Team Leader
- Should have patience and not be overawed by difficult situations
- Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
- Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
- Excellent verbal & written communication & presentation skills
- Good Interpersonal & people management skills with good problem solving approach.
- Expert knowledge of service procedures
- Good analytical skills for MIS, number crunching & reporting to internal & external customers
- Ability to exercise managerial judgment and perform as a mentor
- Demonstrated Customer Service Skills
- Situation handling skills
- Amenable to work on rotational shift
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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.