Group Lead - Financial Program

Group Lead - Financial Program

0-3 years
Not Specified

Job Description

Role: Group Lead - Financial Program
Experience: 0-3 yrs
Location: Manila
 
Job Descriptions:
  • Will act as owners to specific vertical across locations in addition to managing teams in their base location.
  • Liaise with all support functions within and outside the client's to improve vertical’s performance.
  • Responsible for Service Delivery - Priority Model Adherence, CSAT, Escalation, Abandons & ASA
  • Responsible to engage with client's Service Directors and become the SPOC for specific verticals.
  • Conducts Periodic Review with the client's Service Directors
  • G&O to be aligned similar to Service Managers.
  • Other R&Rs as a business need'
Qualifications:
  • College graduate
  • Preferrably with background in financial program in a BPO setup
  • Relevant experience in Customer Satisfaction (VOC) and other operational metrics in driving day to day operations such as Resolution Time (TAT), First Time Resolution, Average Speed of Answer (IB) and Chat Abandons
  • Ability to interact well with the Supplier/Service Directors and Stakeholders
  • Strong verbal and written communication skills to be utlilized in Client communication not just Vendor counterparts
  • Strong project management skills and attention to detail
  • Ability to drive process improvements and improve/maintain daily performance Vertical or agent levels
  • Ability to lead matrix organizations and cross functional teams.
  • Oragnized and ability to drive and follow up tasks if needed
  • Ability to effectively coach Teamleads/Support/Agent as necessary
  • Ability to analyze data, share and intiate action plans
  • Flexibility to work in rotational shifts including night shift and holidays

About

Wipro BPO

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