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Team Leader
Há 1 mês
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
**͏**:
**2-4 years of experience in a BPO process involving desktop research (preferable)**:
- Managing team and client
- Experience in monitoring schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels
- Operational floor management experience, monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production
- Experience in transaction monitoring, identifying improvement areas, preparing and ensuring adherence to development plan, coaching and feedback skills, mentoring skills
- Manage teams for call center services
- Monitor schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels
- Transaction monitoring of agents - Develop plan for coaching and feedback skills, mentoring skills
- Conducting outlier trainings and daily huddles. Support service levels by being productive whenever required.
**͏**:
- ** 1. Fluency in Spanish (Native Speaker)**
**2. Able to work independently without direction**
**3. Able to follow and adhere to instructions for tasks - on time and with attention to detail**
**4. Excellent verbal and written communication skills in Spanish language**
**5. Have strong cultural awareness and understanding of language nuances to convey meaning accurately.**
**7. Experience in a BPO process involving desktop research**
**8. Agility & flexibility to switch workflows. Ability to work on data as a production agent & on occassions to be able to also perform quality checks as per the requirements,**
**9. Attention to detail with a quality mind set**:
**͏**:
- ** Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**:
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
**͏**:
**Deliver***:
- No
- Performance Parameter
- Measure
- 1
- Process
- No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
- 2
- Self
- Management
- Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
Mandatory Skills: Customer Service(Product&Service).
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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
