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Team Leader – Airline | Real Estate Account

Managerial / Supervisory
With Business Certificates
Established in 1945
10,000+ Employees

Outside Manila : G/F Cebu IT Tower One across Ayala Center Cebu and Pag-IBIG Building, Luz, Cebu City, Cebu : Philippines

Total vacancies for this job title: Over 200
Posted On: May 15, 2022
Job ID: 402583

Details

Wipro BPO is a global information technology, consulting and outsourcing company with services spanning financial services, retail, transportation, manufacturing, healthcare services, energy and utilities, technology, telecom and media. Serving clients in 175+ cities across 6 continents, we help customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model. Our 55+ dedicated emerging technologies ‘Centers of Excellence’ enable us to harness the latest technology for delivering business capability to our clients. Wipro also champions optimized utilization of natural resources, capital and talent.

 

A career at Wipro means a life-long opportunity to explore your potential, continuous growth, and the joy of working on the latest technologies alongside the finest minds in the industry. An inspiring combination of growth prospects, continuous innovation, fair play and a great work culture makes Wipro an exhilarating place to be in.

 

TEAM LEADER - AIRLINE OR REAL ESTATE ACCOUNT

 

JOB DESCRIPTION:

  • Responsible for managing team of associates 

  • Independently handle, assist the customer to determine problems and provide resolutions on any issues & service problems, coordinate escalations, assess customer’s needs 

  • Motivating associates through effective management, career development and implementation of reporting mechanisms 

  • One on One Relationship management 

  • Analysis of reports including process dashboards and team performance reports. 

  • Initiate appropriate action plans and trainings 

  • Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/ shift

  • Mentor and assist new hires 

  • Handle customer complaints and provide resolution for escalated calls 

  • Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems 

  • Ensure that all company information which includes customer information are kept confidential and secured 

  • Demonstrate good business decisions, pro-active problem solving and relationship building

  • Coaching and Counseling the Agents to perform and deliver

  • Ability to go beyond the call of duty in times of business exigencies

  • Continuous Improvement within the team

  • Undertaking outlier management training 

  • Liaising with Operations, Quality ,Technology and other support functions

Qualifications:

  • Graduate/UG (completed 2yrs) with 2 to 3 years of total work experience handling Airline/Real Estate program with minimum 2 years as Supervisor in a BPO setup

Mandatory Skills

  • Should have patience and not be overawed by difficult situations

  • Need to have sound customer service skills and soft skills with the 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 a 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

  • Leadership skills

Rewards and Incentives

  • Competitive salary

  • Amazing incentives and rewards!

  • HMO as early as day one

  • State of the art facilities (Gym, Karaoke, Pantry, etc.)

  • Night shift differential pay

  • Career growth opportunities

  • Accessible work location

  • Fun environment

Do you want to know more about us? 

Visit our website at https://careers.wipro.com

Visit our Facebook page – https://www.facebook.com/WiproCareersPH

How to Apply


You may walk in at our Recruitment Hub, located here in Ground Floor, Cebu IT Tower 1, Ayala Cebu Business Park across PAGIBIG Building. We are open on weekdays from 9:00 a.m. to 5:00 p.m.

 

You may apply with us here on our Mynimo page or explore different career opportunities by visiting our career portal - https://careers.wipro.com

 

What are you waiting for? Apply today and build your dream career with us!

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