Wipro Ltd is India’s largest full-spectrum outsourcer, offering end-to-end solutions for a wide range of industries. Wipro BPO Solutions Ltd is a subsidiary of Wipro Information Technology Limited, which provides comprehensive IT solutions and services, including systems integration, information systems outsourcing, package implementation, software application development and maintenance, and research and development service to corporations around the globe.
Role : Team Coach & Senior Customer Service Executive
- Designated to Mentor a Team of 20 Agents
- Training new Agents (Product Training and Project Compliance)
- Report Formulating and Feedback Analysis
- Formulating an Action Plan for the Agents not meeting Service Levels.
- Preparing and Conducting Huddles on daily basis.
- Crisis Management and Motivation of Customer Support Representative
- Ensuring Quality Standards to meet Client Requirements
- Preparing of Rosters and Shift Scheduling.
- Conducting Refresher Courses, Tests and Manuals for existing Agents.
- Attending and Assisting Client Meeting to Meet their Requirements
- Maintaining of Balanced Scorecards and Documentation.
- Discussing the Company Policy with Staff and Maintain Leave Records of Team Members