Job Description

Senior Service Manager (B3)

Qualifications: Any Graduates

Years of Experience: 8-12  Years

Shift Timing- US Shifts (Open to work in night shifts)

Work Location: Gurgaon (work from office)

Transport: 2-side transport

Ensure seamless delivery on assigned SLA's. Responsible for all aspects of Performance management & Development of colleagues (planning, review, recognition, coaching, etc.). Oversees the performance of aligned team managers and their development as well.

• People Management (Team management, Coaching & Development, resource management) – 40%

• Operational Management - Monthly rhythms and routines – 25%

• Process and Project Participation – 20%

• Stakeholder Management (Client meetings) – 15%

͏

Process:

Should self-trained and become process expert with domain certification

Act as a floor support, takes calls/chats as in when needed

Identifies, plans and manages process continuous improvement projects

Comply with Business Management Routines (Reviews, calibrations, work allocation, adherence to standard operation procedures and proper documentation)

Well versed with MS office tools for reporting and data analysis.

Report system defects and collaborate with relevant parties to mitigate participant damage/risk.

Ensures service accuracy through compliance and audits

SLA and Capacity Management:

Maintaining overall service delivery

Real time Queue monitoring & skill management

identifying cross training needs, workload allocation and balancing

Does effective staff & leave planning

Responsible for schedule adjustments/adherence, improve team occupancy & utilization

Live & Quality Audits

In-depth knowledge if resource utilization billing model

People and Performance management

Timely performance manage through goal setting, quarterly Perf Nxt conversations, monthly 1-0-1s, coaching sessions, individual development plans

Partner with relevant functions to resolve colleague issues i.e. payroll, attendance, employee relations/conflict, technology and other staff matters.

Educates, reinforces and holds colleagues accountable for behaviours that support Wipro policies and guidelines. (e.g., code of conduct, data privacy, floor policies)

Monitors and evaluate call/ chat / eservice timely on NICE

*Coaches and mentors TMs

Creates an environment oriented to trust, open communication, creative thinking and cohesive team effort

Stakeholder Management

Timely and regular communication with the clients/stakeholders, problem solver with effective issue resolution

Able to Facilitate meetings with teams, clients, other managers and partner functions

Able to share process reviews and trending with relevant parties

Act like change agents to drive constant changes with business unit/organization

Behavioural Skills and Attributes

• Capacity to work and contribute to a team environment as well as work independently

• Strong organizational skills, ability to work with multiple groups

• Possess good delivery and execution skills, and able to resolve dependencies and conflicts

• Ability to manage multiple tasks in a dynamic, deadline-driven environment.

• Take & demonstrate ownership/accountability of assigned tasks

•Demonstrate and drive culture of living Wipro's 5 habits