Team Lead (Collections & Recovery Expertise)

Job description

Job description: 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 Domain2. Responsible for administrative aspects including reporting3. Superior communication (oral, written), presentation, and interpersonal skills4. Demonstrate ability to develop and implement process enhancements including technology and performance5. Ability to plan, prioritize, organize and communicate with client6. Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Centre software7. 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 escalations3. Management of daily activities of a team of voice and chat management agents4. Ensures achievement of all system, team and individual Customer Service goals and standards5. Manages Key performance indicators6. 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.