Job Description

Position: Assistant Manager

Wipro Band: B2

Voice/ Non-Voice: Non-Voice

Shift: 24*7

Qualification: Graduate and No External Certification Required

Experience: 3 Years - 5 Years

Experience Breakup: Non BPO with GIS Navigation Map Experience

Essential Hiring Skills:

1)Strong understanding of mapping/navigation workflows and geo-data concepts.

2)Experience in bug triage handling, incident management, and ticket routing to relevant engineering teams.

3)Ability to analyze incoming map-related issues, identify recurring patterns, and perform root-cause analysis.

4)Hands-on experience with Jira for ticket management, prioritization, escalation, and tracking.

5)Strong analytical and MIS reporting skills with experience in operational dashboards and performance reporting.

6)Knowledge of SLA/KPI management including AHT, productivity, shrinkage, backlog handling, and turnaround time.

7)Excellent problem-solving and decision-making skills with operational ownership mindset.

8)Strong verbal and written communication skills along with stakeholder management capabilities.

9)Experience in handling customer escalations and providing timely resolutions.

10)Ability to coordinate effectively with cross-functional teams including Engineering, QA, Operations, and Support.

11)Good understanding of queue management, escalation management, and operational workflows.

12)Proficiency in tools such as Google Sheets, Google Docs, Google Slides, G-Suite applications, internet tools, and reporting systems.

13)Ability to maintain operational efficiency during high-volume or critical escalation periods.

14)Team handling and people management skills with experience in performance monitoring and feedback.

Good to have Hiring Skills:

1)Knowledge or hands-on experience in QGIS or ArcGIS.

2)Prior experience in Mapping/Navigation domain projects.

3)Understanding of map validation concepts such as routing issues, POI inaccuracies, geo-data mismatches, and address validation.

4)Basic understanding of forecasting, scheduling techniques, and workforce planning.

5)Experience in process improvement initiatives and workflow optimization.

6)Exposure to data visualization/reporting tools and automation concepts.

7)Knowledge of operational audit and quality monitoring processes.

8)Experience in handling critical incidents and priority-based escalations.

͏

Responsibilities:

1)Support the Manager in overseeing daily operations, queue health, and overall team performance.

2)Manage bug triage operations by reviewing incoming map/navigation-related issues and routing them to appropriate engineering teams.

3)Identify recurring issue patterns, perform trend analysis, and highlight high-impact concerns to stakeholders.

4)Assist in setting team goals and ensuring alignment with organizational and operational objectives.

5)Supervise, mentor, and evaluate team members by providing regular feedback, coaching, and support.

6)Handle customer inquiries, escalations, and operational issues while ensuring timely resolution.

7)Monitor SLA/KPI metrics such as AHT, productivity, shrinkage, backlog, and turnaround time.

8)Prepare MIS reports, dashboards, and operational insights for internal and external stakeholders.

9)Coordinate with Engineering, QA, Operations, and Support teams to ensure smooth workflow execution and issue resolution.

10)Manage resources, ticket queues, and project timelines to ensure operational efficiency.

11)Ensure adherence to operational policies, procedures, and quality standards.

12)Drive process improvements and recommend workflow optimization initiatives to improve triage accuracy and productivity.

13)Support strategic planning and operational decision-making within the department.

14)Ensure timely follow-ups on pending issues and maintain escalation governance.

15)Maintain operational continuity during high-volume periods and critical incident situations.

Languages: English (Read/Write/Speak)

Nationality: Indian