Senior Group Lead

Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

Job Description

• 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 & service problems, coordinate escalations, assess customer’s needs
• Motivating team through effective management, career development & 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, team performance reports, initiating appropriate actions plans & initiate 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
• Should have patience and not be overawed by difficult situations
• Handle customer complaints and provide resolution for escalated 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

Qualifications

• • Graduate of Any Course
  • With 4-6 years relevant work experience
  • Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
  • Excellent verbal & written communication & presentation skills
  • Good interpersonal and people management skills with good problem solving approach
  • Expert knowledge of service procedures
  • Good analytical skills for MIS, number crunching & reporting to internal and external customers
  • Ability to exercise managerial judgment and perform as a mentor
  • Demonstrated customer service skills
  • Leadership skills

Mandatory Skills: Application Support Desk .

Experience: 5-8 Years
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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.