In-bound Call Center Agent - VBA

Job Title : In-bound Call Center Agent - VBA

City : Ann Arbor, Atlanta

State / Province : Georgia, Michigan

Posting Start Date : 11 / 12 / 25

Wipro Limited (NYSE : WIT, BSE : 507685, NSE : WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description : Job Description

Wipro LLC is seeking dedicated and experienced online call center customer service representatives to join our team supporting Veteran Benefits. In this vital role, you will be the first point of contact for veterans seeking assistance, providing exceptional service and resolving inquiries efficiently with empathy and a thorough understanding of the military culture. You will play a key role in managing transactions while adhering to high-quality standards, ensuring veterans receive timely, respectful, and accurate support.

As a Production Agent L1 within the BPS-HLS P&P service line, you will manage inbound calls related to medical and dental appointments, health assessments, referrals, educational resources, and behavioral health situations. You will operate in a dynamic contact center environment that requires excellent multitasking, communication, and organizational skills alongside a commitment to upholding the integrity of veteran services.

This position offers an opportunity to be part of a forward-thinking company that values collaboration, continuous learning, and making a positive impact in the community. You'll engage with cutting-edge systems to support veterans effectively and grow professionally within a supportive and inclusive workplace.

Primary Responsibilities :

• Efficiently manage transactions to meet or exceed quality standards, ensuring compliance with service contracts and veteran support guidelines.
• Schedule various medical and dental service appointments, accommodating customer availability and adhering to contractual directives while maintaining respect for military cultural sensitivities.
• Respond promptly and empathetically to inquiries regarding appointment scheduling, service fulfillment, and related processes, resolving issues with professionalism and care.
• Handle customer contacts related to Health Assessment processing, follow-up on referrals, and provide education and resources to veterans as required.
• Recognize potential behavioral health concerns during interactions and apply contract-specific protocols to guide and assist callers appropriately.
• Monitor service levels and queue status continuously, proactively managing workload to maintain contractual performance benchmarks.
• Collaborate effectively with team members, supervisors, and other stakeholders to optimize customer service delivery and adapt to workflow changes.
• Qualifications and Skills Required

High School Diploma or GED with a minimum of one year of defined customer service experience, preferably in a call center or healthcare setting.

Preferred Qualifications

At Wipro, we celebrate diversity and inclusion, welcoming applicants from all backgrounds including veterans and individuals with disabilities. We are committed to creating an equitable workplace where all employees feel valued and empowered to pursue their career ambitions.

Mandatory Skills : Provider Inbound.

The expected compensation for this role ranges from $25,000 to $50,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

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.