01Overview
: Position: Team Lead
Wipro Band: B1
Voice/ Non-Voice: Non voice 50% Voice 50%
Shift: 24*7
Qualification: Graduate
Experience: 3-6 years overall
Experience Breakup: 4-6 years of overall experience with 1-2 yrs. mandatory experience as a people manager & in collections.
Essential Hiring
Skills
Leadership & Team Management. Collections & Recovery Expertise. Voice & Chat Operations Knowledge.
Performance
Management & Coaching. Data Analysis & Reporting.
Customer Escalation
Handling. Communication & Negotiation Skills.
Problem
Solving & Decision Making. Excel & MIS Proficiency, Compliance & Process Governance.
Stakeholder
Management.
Continuous Improvement
Mindset
Valuable to have Hiring Skills:Experience in upselling/cross-selling within collections/care or consumer Trainable Skills:
1.
Experience in Customer Service preferably in Collections Domain2. Responsible for administrative aspects including reporting3. Superior communication (oral, written), presentation, and interpersonal skills4.
Demonstrate ability to develop and implement process enhancements including technology and performance5. Ability to plan, prioritize, organize and communicate with client6. Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Centre software7.
Experience in goal-setting (defining and prioritizing specific, driving objectives)
Job responsibilities
- Experienced in goal-setting (defining and prioritizing specific, driving objectives)
- Managing escalations3. Management of daily activities of a team of voice and chat management agents4. Ensures achievement of all system, team and individual Customer Service goals and standards5.
Manages
Key performance indicators6. Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
Languages: English (Read/Write/Speak)
Nationality: Indian
Job Location: Pune
Mandatory Skills: Customer Service .
Experience: 1-3 Years
.
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