Team Lead (Collections & Recovery Expertise) at Wipro

Job overview

Complete role details

Location

Pune

Employment type

Other

Workplace

Onsite

Experience

3-6 years

Seniority

Lead

Skills

Excel

Role details

Job description

Job Description

Position: Team Lead

Wipro Band: B1

Voice/ Non-Voice: Non voice 50% Voice 50%

Shift: 24*7

Qualification: Graduate

Experience: 3-6 years overall

Experience Breakup: 4-6 years of overall experience with 1-2 yrs. mandatory experience as a people manager & in collections.

Essential Hiring Skills:

Leadership & Team Management. Collections & Recovery Expertise. Voice & Chat Operations Knowledge. Performance Management & Coaching. Data Analysis & Reporting. Customer Escalation Handling. Communication & Negotiation Skills. Problem Solving & Decision Making. Excel & MIS Proficiency, Compliance & Process Governance. Stakeholder Management. Continuous Improvement Mindset

Good to have Hiring Skills:

Experience in upselling/cross-selling within collections/care or consumer

Trainable Skills:

1. Experience in Customer Service preferably in Collections Domain

2. Responsible for administrative aspects including reporting

3. Superior communication (oral, written), presentation, and interpersonal skills

4. Demonstrate ability to develop and implement process enhancements including technology and performance

5. Ability to plan, prioritize, organize and communicate with client

6. Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Centre software

7. Experience in goal-setting (defining and prioritizing specific, driving objectives)

Job responsibilities :

1. Experienced in goal-setting (defining and prioritizing specific, driving objectives)

2. Managing escalations

3. Management of daily activities of a team of voice and chat management agents

4. Ensures achievement of all system, team and individual Customer Service goals and standards

5. Manages Key performance indicators

6. Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities

Languages: English (Read/Write/Speak)

Nationality: Indian

Job Location: Pune