Team Leader
- Curitiba - PR
- Permanente
- Período integral
- Managing team and client• Experience in monitoring schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels• Operational floor management experience, monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production• Experience in transaction monitoring, identifying improvement areas, preparing and ensuring adherence to development plan, coaching and feedback skills, mentoring skills• Manage teams for call center services• Monitor schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels• Transaction monitoring of agents • Develop plan for coaching and feedback skills, mentoring skills• Conducting outlier trainings and daily huddles.• Support service levels by being productive whenever required.
2. Able to work independently without direction
3. Able to follow and adhere to instructions for tasks - on time and with attention to detail
4. Excellent verbal and written communication skills in Spanish language
5. Have strong cultural awareness and understanding of language nuances to convey meaning accurately.
7. Experience in a BPO process involving desktop research
8. Agility & flexibility to switch workflows. Ability to work on data as a production agent & on occassions to be able to also perform quality checks as per the requirements,
9. Attention to detail with a quality mind set͏Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Customer Service(Product&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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.Apply nowStartPlease wait...Information at a GlanceGet Job AlertsReceive notifications when we have open roles and get other relevant career newsJoin UsExplore open roles that match your interests and skillsIf you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at . Do not email your resume to this ID as it is not monitored for resumes and career applications.Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at .We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.