Team Lead (Travel Voice)

Function: Operations
Job: Team Leader
Location: Cebu City
Reporting to: Sr. Group Leader / Operations Manager

• Oversee the management of a team of associates.
• Effectively address customer inquiries, diagnose issues, and deliver solutions for customer care challenges and service concerns, while coordinating escalations and assessing customer needs.
• Inspire associates through adept management, career development strategies, and the implementation of reporting systems.
• Act as a liaison with other departments within the company that impact technical support.\
• Engage in one-on-one relationship management.
• Conduct analysis of reports, including process dashboards and team performance metrics.
• Develop and initiate suitable action plans and training sessions.
• Manage team attendance and attendance incentives, while overseeing periodic shift-level projects and handling the administrative responsibilities of the group or shift.
• Mentor and support new hires.
• Address customer complaints and provide resolutions for escalated calls.
• Ensure personal and team compliance with all company policies and procedures, including those pertaining to Information Security Management Systems.
• Safeguard all company information, including customer data, ensuring it remains confidential and secure.

• Qualifications:

  • Undergraduates/Graduates with 2 to 3 years of work experience as a Team Leader (preferably in a telecommunications or travel voice line of business)

  • 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
  • Amenable to work on rotational shift

Mandatory Skills: Customer Service( Reservation) .

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.