Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
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.
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Roles and Responsibilities:
- Strong experience in BPO/Contact Center Operations and Managing SLA, KPIs, and project deliverables
- Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best-in-class customer experience.
- Performs day-to-day coaching and management of 20 team members that receive customer inquiries or issues
- Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.
- Monitors interactions to ensure that team members are giving accurate information and following approved practices.
- Coaches and develops a positive and productive work environment and builds relationships with business partners.
- Utilizes reporting for business metrics to guide team member coaching and performance management.
- Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.
- Ensures capabilities and knowledge of team members keeps pace with customer expectations.
- Assists and makes employment decisions and sets performance standards; trains and coaches' staff, writes and conducts performance evaluations.
- May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
- Delivers what is promised in line with customer expectations
- Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities
- Must possess procedure driven judgment in order to find the best solution to an issue.
- Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.
Qualifications:
- 2 to 4 Years of customer service experience, preferred banking operations experience.
- Min 2-3 years of work experience in contact center operations management.
- Excellent oral and written communication and listening skills
- Customer centric
- Attention to details
- Computer Savy - MS office & Internet
- Handles contacts with our customers in a polite and friendly way, instilling customer confidence
- Willingness to work in shifts
- Must possess good verbal and written communication skills
- Courteous, with strong customer service orientation
- Dependable, with proficient attention to detail
- Preferred industry experience
- Must be goal oriented
- Possess insight into self and others
Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.
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.