Mid Level Manager MLM L2

Job description:

Job Description

Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

Roles & Responsibilities

Responsible for managing team of TLs

Responsible for maintaining various matrices defined by the client

Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs

Motivating team through effective management, career development & implementation of reporting mechanisms

Liaison with other areas of the company affecting technical support.

One on One Relationship Management

Analysis of reports including process dashboards, team performance reports, initiating appropriate actions plans & initiate trainings

Manage attendance & attendance incentive for the team. Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shift

Mentor and assist new hires

Should have patience and not be overawed by difficult situations

Handle customer complaints and provide resolution for escalated calls

Need to have sound customer service skills and soft skills with their prime focus being on customer satisfaction

Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems

Ensure that all company information which includes customer information are kept confidential and secured 

Graduate of Any Course

With 4-6 years relevant experience 

Mandatory Skills

Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools

Excellent verbal & written communication & presentation skills

Good interpersonal and people management skills with good problem solving approach

Expert knowledge of service procedures

Good analytical skills for MIS, number crunching & reporting to internal and external customers

Ability to exercise managerial judgment and perform as a mentor

Demonstrated customer service skills

Leadership skills 

Experience: 5-8 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.