Claims Call Center Supervisor

Here we grow again! Wipro is seeking individuals who combine excellent skills with the ability to function effectively both as part of a team or on an individual basis to bring their talent to our team.

Wipro is a leading global IT solutions and services company with over 240,000 dedicated employees serving clients across multiple continents and over 60 countries. We offer a strong compensation package that includes day one benefits and many opportunities for career advancement within our engaging and exciting culture.

The Customer Care Supervisor is responsible for the day-to-day operations of the Customer Care Department.

Key responsibilities include:

• Overseeing a client care team to ensure high-quality service and adherence to service level agreements (SLAs).
• Managing team performance through planning, evaluation, coaching, and development.
• Interfacing with other departments and handling escalated calls from Members, Providers, and Partners.
• Monitoring operations to comply with company and department policies.
• Assisting on inbound calls and adjusting staffing in partnership with WFM to meet needs.
• Handling complex claim issues and agent inquiries.
• Working with clients to improve department efficiencies by implementing new procedures.
• Designing, planning, and executing project-related tasks.
• Conducting performance appraisals, disciplinary actions, and interviews.
• Reporting on Customer Care performance metrics.
• Driving process improvements and system workflow enhancements.

• Providing direction to administrative and technical staff, mentoring, and conducting performance evaluations.
• Providing technical training and career development for team members.
• Must have effective supervisory skills: planning, organizing, monitoring, coaching.
• Requires 2-5 years of relevant experience, ability to work under pressure, excellent interpersonal and communication skills, and strong computer skills (Microsoft Office Suite).

Wipro Limited is a leading global information technology, consulting, and business process services company harnessing emerging technologies to help clients succeed in the digital world.

Wipro is an Equal Opportunity Employer. We provide reasonable accommodations for applicants with disabilities and comply with all applicable laws.