Team Lead (Collections & Recovery Expertise)

Company : Wipro

Job Description - Team Lead (Collections & Recovery Expertise)

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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

Mandatory Skills: Customer Service
.

Experience: 1-3 Years
.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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Team Lead (Collections & Recovery Expertise)

Job Description - Team Lead (Collections & Recovery Expertise)

Job Description

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