FLMWipro

Job Description:
Strong experience in BPO/Contact Center Operations and Managing SLA, KPIs, and project deliverables
Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.
Performs day-to-day coaching and management of 20 team members that receive customer inquiries or issues
Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.
Monitors interactions to ensure that team members are giving accurate information and following approved practices.
Coaches and develops a positive and productive work environment and builds relationships with business partners.
Utilizes reporting for business metrics to guide team member coaching and performance management.
Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.
Ensures capabilities and knowledge of team members keeps pace with customer expectations.
Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.
May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
Under-Graduates / Graduates
5 plus years of work experience in contact center operations
Exposure to Contact Center Operations
Wipro

Manila City, Metro Manila
Permanent
Full-time