Senior Group Leader

Wipro

Senior Group Leader

(National Capital Reg - Quezon City)

Responsibilities:

* Responsible for managing team of TLs
* Responsible for maintaining various matrices defined by the client
* Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues and service problems, coordinate escalations, assess customer's needs
* Motivating team 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 proicess dashboards, team performance reports, initiating appropriate action plans and initiate trainings
* Manage attendance and attendance incentive for the team. Managing periodic shift level projects/initiatives and responsible for the administrative aspects of the group/shift
* Mentor and assist new hires
* Should have patience and not be overawed by difficult situations
* Handle customer complaints and provide resolution for escalted calls
* Need to have sound customer service skills and soft skills with their prime focus being on customer satisfaction
* 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

* Good working knowledge of computer i.e. MS-Office, Operating Systems, Internet services and Online tools
* Excellent verbal and written communication and presentation skills
* Good interpersonal and people managemnt skills with good problem solving approach
* Expert knowledge of service procedures
* Good analytical skills for MIS, number crunching and reporting to internal and external customers
* Ability to express managerial judgment and perform as a mentor
* Demonstrated customer service skills
* Leadership skills

Requirements:

* Graduate with 4-6 years of total experience with minimum 2 years in leadership position
Qualified candidates are encouraged to APPLY ONLINE.
You may also email us your comprehensive resume and contact numbers. Please indicate your preferred location (e.g.: Cebu City; Quezon Ave; Cebu / Quezon Ave) and position in the subject line - example: IT Manager (Quezon Ave), and send to: janiceelizabeth.santos@wipro.com. For more information about Wipro, please visit www.wipro.com.
Website: www.wipro.com
Company Address: Cebu IT Tower 1, Lot 7, Block 2 cor Arch Bishop Reyes Ave. and Mindanao St, Cebu Business Park Cebu
Industry: Call Center / IT-Enabled Services / BPO
Type of Company: Private Limited Company, Local Based Company