Hiring Team Lead For non voice process

Wipro Ltd.; Pune District; Presencial; INR 420.000 - 620.000; Jornada completa

Descripción de la vacante

Wipro in Pune is seeking a customer service operations professional with 2-4 years of banking operations experience. The role focuses on daily operations, team leadership of up to 15 resources, and coaching associates to meet performance targets.

You will handle first-level process escalations, monitor SLA adherence, and ensure timely delivery of daily, weekly, and monthly deliverables while maintaining product knowledge for serviced customers.

Formación

• Proficient in MS Office applications.
• Demonstrates high energy and proactive attitude.
• Willingness to work in shifts after discussions.
• Works well in a team and supports colleagues.
• Maintains confidentiality of information.
• Knowledge of banking processes and regulations.

Responsabilidades

• Managing Daily Operations
• Managing team of up to 15 resources
• Team mentoring & coaching individual associates who may fall below desired performance
• Handle 1st level escalations on process issues that cannot be resolved by agents
• Monitoring and ensuring closure of daily/weekly and monthly deliverables
• Managing SLA, Daily Reporting, Agent's leave planning
• Maintain a strong knowledge of products and services for customers that we are servicing
• Monitor random calls/cases to improve quality, minimizing errors and track operative performance
• Continuously contribute towards process improvement

Conocimientos

MS Office

High energy level

Shift willingness

Team player

Confidentiality

Banking processes

Descripción del empleo

Overall Experience

• 2 to 4 Years of banking operations experience in Customer service operations

Key Responsibilities

• Managing Daily Operations
• Managing team of up to 15 resources
• Team mentoring & coaching individual associates who may fall below desired performance
• Handle 1st level escalations on process issues that cannot be resolved by agents
• Monitoring and ensuring closure of daily/weekly and monthly deliverables
• Managing SLA, Daily Reporting, Agent's leave planning
• Maintain a strong knowledge of products and services for customers that we are servicing
• Monitor random calls/cases to improve quality, minimizing errors and track operative performance
• Continuously contribute towards process improvement

Essential Skills

• Good knowledge of MS Office
• High energy level
• Willingness to work in shifts based on discussions
• Team Player
• Demonstrate strong work ethics by maintaining confidentiality of information.
• Knowledge of banking processes & regulations

Good-to-Have Hiring Skills

• Excellent Verbal & written communication skills
• Typing Speed >25 WPM with Knowledge of Keyboard shortcuts