Job Description

Position: Sr. Group Leader

Wipro Band: B3

Voice/ Non-Voice: Non-Voice

Shift: 24*7

Qualification: Graduate

Experience: Minimum of 4 to 5 years

Essential Hiring Skills:

• Knowledge of LIDAR Labelling Project is a must

•Good Interpersonal & people management skills with good problem-solving approach.

•Knowledge in the logistics business or past experience of working in a BPO (non-voice environment) is an added advantage.

•Need to handle a span size of 60 to 100 HC

•Excellent verbal & written communication & presentation skills

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

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

•Excellent analytical skills for MIS, number crunching & reporting to internal & external customers, problem-solving, decision-making & management skills

•Ability to exercise managerial judgment and perform as a mentor

•Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills

•Leadership skills / Team Management Skills

•Knowledge of Client and end user requirement (Before starting floor management).

•Basic understanding and ability to trouble shoot issues and implement change as needed

•Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS

•Ability to drive results against SLA performance indicators

•Candidate must be able to work in night shifts

•Ability to work in a challenging/dynamic environment and meet the timelines

Trainable Skills:

• Process Knowledge - Policies and procedures

Responsibilities:

•Responsible for the end-to-end operations delivery

•Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations

•Ensure adherence to SLAs, meeting Customer OKRs on Productivity, Quality, Utilization etc... and improve operational performance

•Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc.

•Provide coaching and feedback to team members to enable them to improve their performance

•Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

•Drive reward and recognition activity on the floor

•Client management and drive client feedback

•Ensure compliance with internal policies and procedures, external regulations, and information security standards

•Liaise with sales and solution design team to grow the account in similar lines of business

•Create a workforce requirement plan for the engagement when the team is growing and future business is expected

•Hold appraisal for the Process leaders and Team leaders in the Hierarchy .

•Drive people initiatives, Ideations, and Projects by team or by customers                                                                                       

•Monitor and drive Revenue management for the process                                                                                        

•Meeting the SLA of Attrition, Shrinkage etc...                                                                                  

•Ensures attrition is within the benchmark and takes initiatives to retain people.                                                                                           

•Driving People Engagement and developing the leadership skills of their direct reportees, ensuring that there is succession planning for all critical resources.

Languages: English (Read/Write/Speak)

Nationality: Indian Native

Delivery Location: Hybrid - Bangalore