team leader for pioneer Healthcare AccountWipro BPO Philippines Ltd., Inc.

Wipro BPO is a global information technology, consulting and outsourcing company with services spanning financial services, retail, transportation, manufacturing, healthcare services, energy and utilities, technology, telecom and media. Serving clients in 175+ cities across 6 continents, we help customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model. Our 55+ dedicated emerging technologies 'Centers of Excellence' enable us to harness the latest technology for delivering business capability to our clients. Wipro also champions optimized utilization of natural resources, capital and talent.
 
A career at Wipro means a life-long opportunity to explore your potential, continuous growth, and the joy of working on the latest technologies alongside the finest minds in the industry. An inspiring combination of growth prospects, continuous innovation, fair play and a great work culture makes Wipro an exhilarating place to be in.
 
TEAM LEADER - PIONEER HEALTHCARE ACCOUNT
 
Job Description
Responsible for managing team of associates
Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer's needs
Motivating associates through effective management, career development and implementation of reporting mechanisms
Liaison with other areas of the company affecting technical support.
One on One Relationship management
Analysis of reports including process dashboards and team performance reports.
Initiate appropriate action plans and trainings
Manage 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 hires
Handle customer complaints and provide resolution for escalated calls
Keep oneself and ensures one's team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
Ensure that all company information which includes customer information are kept confidential and secured
SKILLS REQUIRED
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
Leadership skills
QUALIFICATIONS
Bachelor Graduate with 2 to 3 years of total work experience in BPO setup with minimum 2 years as TL in a Contact Center supporting healthcare insurance account
Rewards and Incentives
Competitive salary
Amazing incentives and rewards!
HMO as early as day one
State of the art facilities (Gym, Pantry, etc.)
Night shift differential pay
Career growth opportunities
Accessible work location
Fun environment
Do you want to know more about us? 
Visit our website at https://careers.wipro.com
Visit our Facebook page - https://www.facebook.com/WiproCareersPH