Job Description

We are excited to offer you this new opportunity with Wipro Technologies, one of the biggest brands in the industry at this moment with a well-established history in various domains.   

As part of this project, your role as Operations Delivery Lead will be to build and co-manage a strong relationship with our client’s organization and perform based on defined SLA and KPIs. 

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Candidate’ profile: 

Advanced level of English. 
Nice to have French language skills. 
Excellent verbal and written communication skills. 
Quickly and effectively resolving customer and team issues, handling escalated situations, and finding creative solutions.  
Understanding and addressing the needs of both customers and team members 
Efficiently managing time, resources, and tasks. 
Effectively managing workflows, schedules, and resources to ensure smooth daily operations and meet performance goals 
Ability to make data-driven decisions by analyzing data to track performance and identifying trends 
Ability to provide constructive feedback and help the team improve their skills and performance

Nice to have skills: 

Experience in Medical Devices / BPO   

CRM Proficiency in using CRM software 

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Responsibilities: 

Managing site level Operations for towers involving multi-site delivery. 

Working collaboratively with Tower Service Delivery Leader to ensure performance outcomes on SLA’s. 

Drive Performance - Team mentoring & coaching individual associates who may fall below desired performance. 

Implement approved staffing and scheduling plans for forecasted volumes at a site level. 

Escalation Handling - handle issues that come in as escalation from customer.  

Participate in business strategy discussions, that have an impact on site specific operations for the tower; for e.g. product launch in a specific geography that might bring in call volumes in a new language. 

Regularly updating oneself with changes in the process flow or in the company and/or floor policy. 

Monitoring and ensuring closure of daily/weekly and monthly deliverables. 

Managing SLA, Daily Reporting, leave planning. 

Maintain a strong knowledge of Client’ products and services. 

Drive continuous improvement and innovation programs at a site level.

Drive people engagement & employee retention initiatives in conjunction with local HR. 

Responsible for completion of the team’s schedule adherence. 

Support operational reporting, workforce management, quality assurance, developing and delivering training, voice of customer measurement & action, and identifying knowledge management platform updates. 

Work in conjunction with Tower Service Delivery Lead & Client’ stakeholders in scheduling monthly, weekly and daily meetings. 

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Benefits for working with us:  

Competitive salary with an attractive set of social benefits: 

Private Pension Plan; 

Monthly Benefit budget; 

Medical insurance; 

Life insurance; 

Christmas bonus; 

Childbirth allowance;  

Relocation package for candidates willing to relocate;  

Great career opportunity to work for one of the biggest brands in the world in a unique work environment;  

Personal development in a multinational working environment through nice extracurricular activities with the team;  

Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility (CSR) projects; 

Professional development through a variety of training programs (hard/soft skills within WILearn/Udemy platforms); 

Extra annual leave days depending on tenure within Wipro;