Job Description

JOB DESCRIPTION :


  • Engages in Customer Escalations.
  • Management of daily activities of a team size of 300+ analysts
  • Ensures achievement of all system, team and individual Customer Service goals and standards
  • Manages Key performance indicators
  • Maintain complete knowledge of all service tasks and programs, as well as system and

telecommunications capabilities

  • Responsible for administrative aspects including reporting
  • Superior communication (oral, written), presentation, and interpersonal skills
  • Demonstrated ability to develop and implement process enhancements including technology and performance
  • Ability to plan, prioritize, organize and communicate/sell effectively
  • Proficiency in Work-force management applications, Quality tools and technologies
  • Experienced in goal setting (defining and prioritizing specific, driving objectives)
  • Responsible for Pro...

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