Team Lead

2 days ago

Cebu City, Central Visayas, Philippines Wipro Full time $40,000 - $60,000 per year
Job Description

Roles and Responsibilities:
  • Oversee the management of a team of associates.
  • Effectively address customer inquiries, diagnose issues, and deliver solutions for customer care challenges and service concerns, while coordinating escalations and assessing customer needs.
  • Inspire associates through adept management, career development strategies, and the implementation of reporting systems.
  • Act as a liaison with other departments within the company that impact technical support.\
  • Engage in one-on-one relationship management.
  • Conduct analysis of reports, including process dashboards and team performance metrics.
  • Develop and initiate suitable action plans and training sessions.
  • Manage team attendance and attendance incentives, while overseeing periodic shift-level projects and handling the administrative responsibilities of the group or shift.
  • Mentor and support new hires.
  • Address customer complaints and provide resolutions for escalated calls.
  • Ensure personal and team compliance with all company policies and procedures, including those pertaining to Information Security Management Systems.
  • Safeguard all company information, including customer data, ensuring it remains confidential and secure.
Qualifications:
  • 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

Wipro

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