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 increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

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Responsibilites

• Experience in Contact Centre Business

• Ensures achievement of all business, team and individual Customer Service goals and standards

• Manages Key performance indicators (NPS, CSAT, AHT, Volume, SLA, Quality, etc)

• Responsible for administrative aspects including reporting

• Management of daily activities of a team size of >70 associate

• Motivating team through effective management, career development & implementation of reporting mechanisms.

• Goal setting and weekly, monthly, quarterly reviews of team and their performance management

• Devising appropriate solutions to all issues

• Customer relationship management and escalation management

• Be a part of all projects and propose value additions

• Drive employee engagement and other key indicators such as absenteeism and attrition

• Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate training

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Crital Skill Required

• Good working knowledge of computer i.e., MS-Office
• Excellent verbal & written communication & presentation skills

• Good Interpersonal & people management skills with good problem solving approach

• Customer orientation – ability to create customized solutions in line with client’s needs

• Ability to work independently and lead a team, interact confidently with Senior Leadership & Client SME's

• Good analytical skills for number crunching & reporting to internal & external customers

• Ability to exercise managerial judgment and perform as a mentor

• Should have managed supervisors directly or indirectly

• Interpersonal sensitivity; ability to relate to individuals and develop sustained working relationships is key

• Experienced in goal setting (defining and prioritizing specific, driving objectives)

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Qualifications

• Minimum of 4 years of work experience in the Contact Center / BPO environment

• Minimum of 2 years experience in in Leadership position

• Strong customer service orientation

Mandatory Skills: Customer Service Helpdesk .Experience: 5-8 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.