Team Leader

1 month ago

Philippine, Philippines Wipro Remote Work Freelance Full time
  • Overall responsibility for achieving Client’s service level expectations and maintaining high quality delivery
  • Responsible for improvement initiatives and enhancing complaints intake and management process efficiencies
  • Has clear understanding of customer KPIs.
  • Understands relationship between PFMEA and Quality Control Plan
  • Identifies and coordinates PFMEA/ Quality Control Plan improvements.
  • Manages efficient work allocation and tracks the overall performance of team members
  • Manages daily team attendance
  • Manages team attrition
  • Ensures floor policies are followed
  • Manages administrative tasks
  • Keeps oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
  • Keeps all company information which includes customer information confidential and secured
  • Bachelors of Science in Nursing or Pharmacy or any allied sciences course
  • 3-4 years of work experience preferably with medical device complaints handling
  • Must have people management background in a BPO set up
  • Able to write effective medical narratives regarding product issues or cases.
  • Must be able to properly use and navigate medical tools and MS Office.
  • Able to communicate professionally and concisely to all business partners and other Wipro employees.
  • Able to think critically to determine the type of questions which need to be asked to gather necessary information
  • Able to properly groom their direct reports to sustain and drive performance and discipline.
  • Good problem solving and analytical skills
  • Good customer service skills