Sr. Group Lead

Wipro


Date: 2 weeks ago
City: Cebu City
Contract type: Full time
Deputy Manager

Job Band Level: B3

Cebu City

  • 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
  • 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

Customer Service (Reservation)

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