Team Leader for Pioneer Healthcare Account

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 - PIONEER HEALTHCARE ACCOUNT

Job Description

• Responsible for managing team of associates

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

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

• Liaison with other areas of the company affecting technical support.

• 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

SKILLS REQUIRED

• Should have patience and not be overawed by difficult situations

• 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

• Leadership skills

QUALIFICATIONS

• Bachelor Graduate with 2 to 3 years of total work experience in BPO setup with minimum 2 years as TL in a Contact Center supporting healthcare insurance account

Rewards and Incentives

• Competitive salary

• Amazing incentives and rewards!

• HMO as early as day one

• State of the art facilities (Gym, 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