Job Description

We are excited to offer you this new opportunity with Wipro Technologies, one of the biggest brands in the industry at this moment with a well-established history in various domains.   

As part of this project, your role as Customer Care TL will be to build and co-manage a strong relationship with our client’s organization and perform based on defined SLA and KPIs.

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Candidate’ profile: 

Advanced level of English. 

Advanced level of English and French – 1 opened position each.

Excellent verbal and written communication skills. 

Quickly and effectively resolving customer and team issues, handling escalated situations, and finding creative solutions.   

Understanding and addressing the needs of both customers and team members. 

Efficiently managing time, resources, and tasks. 

Effectively managing workflows, schedules, and resources to ensure smooth daily operations and meet performance goals. 

Ability to make data-driven decisions by analyzing data to track performance and identifying trends. 

Ability to provide training and support team members, helping them improve their skills and performance.  

Improving employee performance by setting clear expectations and providing ongoing feedback and development opportunities. 

Highly self-motivated to deliver superior customer experience. 

Integrity and desire to comply with all legal and moral standards. 

Service and quality oriented. 

Nice to have skills: 

Experience in Medical Devices / BPO   

CRM Proficiency in using CRM software 

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Responsibilities: 

Managing day-to-day Operations & team. 

Align staffing and scheduling to forecasted volumes. 

Drive Performance - Team mentoring & coaching individual associates who may fall below desired performance. 

Ensuring team’s adherence to agreed SLAs/KPIs/OPIs. 

First Level Escalation Management. 

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Benefits for working with us:  

Competitive salary with an attractive set of social benefits: 

Private Pension Plan; 

Monthly Benefit budget; 

Medical insurance; 

Life insurance; 

Christmas bonus; 

Childbirth allowance;   

Personal development in a multinational working environment through nice extracurricular activities with the team;  

Professional development through a variety of training programs (hard/soft skills within WILearn/Udemy platforms); 

Extra annual leave days depending on tenure within Wipro; 

BOOKSTER opportunities; 

Fruits, coffee and tea on the house; 

Winner Circle Points (WCP) & Long service award (LSA) platforms which offers the possibility of both non-monetary and monetary recognition;