Customer Care Team Lead with French

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.

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Responsibilities:

• Managing day-to-day Operations & team.
• Align staffing and scheduling to forecasted volumes
• Drive Performance - Team mentoring & coaching individual associates who may fall below desired performance
• Ensures that the transfer of activities/responsibilities are well planned, documented and implemented
• Provides guidance to the team members in relation to high complexity processes/programs
• Ensuring team’s adherence to agreed SLAs/KPIs/OPIs.
• First Level Escalation Management
• Ensures that the transfer of activities/responsibilities are well planned, documented and implemented

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Critical Skills

• Foreign languages skills:

• Advanced English language skills (written, reading and spoken)

• Advanced French language skills (written, reading and spoken)

• Communication skills – Strong verbal and written communication skills (R/W/S) to effectively interact with clients/end customer/end customer in above mentioned language.

• Problem-solving: Quickly and effectively resolving customer and team issues, handling escalated situations, and finding creative solutions.

• Empathy: Understanding and addressing the needs of both customers and team members

• Time & Resource Management: Efficiently managing time, resources, and tasks.

• Organizational Skills: Effectively managing workflows, schedules, and resources to ensure smooth daily operations and meet performance goals

• Data Analysis: Ability to make data-driven decisions by analyzing data to track performance and identifying trends

• Coaching and Mentoring: Ability to provide training and support team members, helping them improve their skills and performance.

• Performance management: Improving employee performance by setting clear expectations and providing ongoing feedback and development opportunities

• Behavioral Skills

• Highly self-motivated to deliver superior customer experience

• Integrity and desire to comply with all legal and moral standards

• Service and quality oriented

• Basic of MS office tools, outlook, internet

• Basic working knowledge on computer

• Experience in Medical Device BPO

• Overall experience of 2-4 years

• 1+ years of experience managing teams

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• Effective Team Management

• Resourcing

  • Hire adequate and right resources for the team
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition
  • Drive diversity in leadership positions

• Performance Management

  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team

• Employee Satisfaction and Engagement

  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team

Mandatory Skills: Medical Info & Product Support(PQCM) .Experience: 1-3 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.