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profile for B3

4.00 to 6.00 Years   Mumbai City   29 Mar, 2019
Wipro Limited
Job LocationMumbai City
EducationNot Mentioned
SalaryRs 1.0 - 20 Lakh/Yr
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

  • Bachelors degree
  • 2-3 years of work experience preferably in a similar process
  • 2-3 years of work experience in TL post.SKILLS REQUIRED:
  • Strong Analytical and communication skills
  • Good Interpersonal & people management skills with good problem solving approach.
  • Excellent knowledge of Service Delivery in a non-voice process
  • Well versed with Microsoft applications, specially excel and power.
  • The job will require fairly high amount customer interactions, trainings, queue monitoring, flexibility in shifts
  • As part of a customer team, help to marry business capabilities, processes and objectives to the customers
  • requirements on a global scale.
  • Work with multiple functions, i.e. Finance, Corporate Logistics, Manufacturing, Supply Chain, etc to meet customer needs with a focus on business process improvement and customer relations.
  • Staff Motivation, Performance appraisal of team members and counseling for performance and capability building in conformance with goals
  • Regularly checks status of responsibilities assigned to team leaders
  • ensures that data are in place for tracking of progress
  • Regularly checks status of responsibilities assigned to team leaders
  • ensures that data are in place for tracking of progress
  • Ensures that the team leaders have disseminated process updates on time
  • Discusses probable EWS cases and comes up with plans to prevent attrition
  • Ability to support Transactions in case of absenteeism on the floor and first point of contact for all escalations.
  • Seat utilization ranges from 1.20 to 2.00
  • OM/GM target as per profit and loss
  • Promotes Pragati awareness
  • Creates action plans for Pulse Survey parameters with low ratings
  • Quality audits and conduct analysis of quality metrics of individual team members and the entire team as a whole. Create and implement action plan for improvement.
  • Responsible for managing attendance, performance improvement plan and incentives for the team.
  • Responsible for Process level compliance on various standards (BS 7799, COPC, etc) and process improvement projects (Six Sigma, Lean)
  • Manages leaves of assigned team leaders to ensure business continuity
  • Delivers client service level agreement and KPIs
  • Tracks AVM progress and completion and motivates teams to complete AVM
  • Ensures product tests are uploaded every month based on updates and top defects
  • Motivates teams to meet WIP and Quality targets
  • Adhering to company policies and procedures and maintaining customer record for tracking and retrieval.
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