Team Lead - Operations

This is a one straight flight to success! Come join us and be part of our biggest AIRLINE ACCOUNT.

Responsibilities:

Responsible for managing team of associatesIndependently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needsMotivating associates through effective management, career development and implementation of reporting mechanismsLiaison with other areas of the company affecting technical support.One on One Relationship managementAnalysis of reports including process dashboards and team performance reports.Initiate appropriate action plans and trainingsManage 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 hiresHandle customer complaints and provide resolution for escalated callsKeep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management SystemsEnsure that all company information which includes customer information are kept confidential and secured

Awesome to Have:

Should have patience and not be overawed by difficult situationsNeed to have sound customer service skills and soft skills with prime focus being on customer satisfactionGood working knowledge of computer i.e., MS-Office, Operating Systems, internet services & online toolsExcellent verbal & written communication & presentation skillsGood Interpersonal & people management skills with good problem solving approach.Expert knowledge of service proceduresGood analytical skills for MIS, number crunching & reporting to internal & external customersAbility to exercise managerial judgment and perform as a mentorDemonstrated Customer Service SkillsSituation handling skillsLeadership skills

Qualifications:

Graduate of any 4-year degree course/programUndergraduate - (completed 2 years in college)With at least 2 years experience as Team Leader handling 15 to 20 associates in the same industryAmenable to work on site

Perks and Benefits:

20% Night DifferentialHMO on first day20 Paid Time OffsLife InsuranceCAREER GROWTH

Wipro Philippines Inc. is one of the world's leading IT and BPO organization with approximately 100,000 employees spread across India and the globe and revenue of approx $5.0 billion in IT, BPO and R&D services (Wipro Limited).Rated as India’s most valuable IT Outsourcing and Business Process Outsourcing Company.Client base includes over 200 Fortune and 1000 Global firms across Americas, Europe, and Japan.CAGR of 36.5% in the last 5 years with 61 years track record of growth and profitability.Part of NYSE’s TMT (Technology-Media-Telecom) IndexWipro BPO currently manages over 115 different processes on behalf of 40 clients across geographies.Total of 15 delivery centers located in Brazil, China, Mexico, India, Poland, Romania, US and the Philippines.Wipro BPS has offices located in Manila and Cebu. It was awarded the ‘Best New BPO Locator’ for the year 2009 by BPAP and is an ISO 9001 and ISO 27001 certified company.Our achievement has been possible with Wiproites leading the way focusing on three main principles: Intensity to Win, Act with Sensitivity, and Unyielding Integrity.For more information about Wipro, please visit www.wipro.com.Like us on Facebook.com/WiproPH.Careers