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.
Mandatory Skills: Customer Service Helpdesk.
Experience: 3-5 Years.
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.
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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- 2nd year college completed or Bachelor's Degree required
- Minimum 4 years experience as Team Lead in any voice accounts, preferably in a retail campaign experience
- Excellent verbal and written communication skills
- Team player with exceptional interpersonal and solution-oriented attitude.
- Attention to detail with the ability to complete a large volume of work quickly.
- Fluency in the language or a native speaker of the language in/for which service is being offered
- Cognitive Ability - Adaptable to learn new processes, concepts, and skills, Demonstrates the Ability to lead team adding positive attitude and business focus.
- Identify the challenges in meeting CPMs and work on action plan. Effectively communicate with Client / End Users
- Handles and resolves customer complaints- identify and escalate priority issues
- Leading by Example and ability to handle stressful situations
- Should have excellent knowledge of Customer Service, Taking Ownership, Service Recovery, Performance Management, Employee Coaching and Mentoring
- Ability to lead people on large, multi-functional efforts. Motivating associates through effective management and constructive feedback
- Strong analytical skills with an ability to solve a problem with a win-win negotiation approach
- Ability to think strategically & translate strategy into measurable action plans. Ability to work in a fast-paced deadline driven environment
- Computer applications i.e. MS – Office and on-line tools
- Strong interpersonal & influence management skills and decision making skills
Experience: 3-5 Years.
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.