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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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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Candidate profile:

• Advanced level of English and German.
• 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.
• 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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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;
• Great career opportunity to work for one of the biggest brands in the world in a unique work environment;
• Personal development in a multinational working environment through nice extracurricular activities with the team;
• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility (CSR) projects;
• 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;
• Nice designed and central business office;
• 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;
• Employee Assistance program;
• Employee Referral Program with attractive incentive schemes
• The promise of an enjoyable first impression after discussing with any of our recruitment colleagues.