Apply now »

Work with us

Title: Group Lead-Ops

Requisition ID: 68476

City: Hyderabad

Country/Region: IN

Responsible for managing the performance for the team of Production Specialist.

Responsible for responding back to the client and internal stakeholders in an efficient and professional manner.

Handles and resolves customer complaints- identify and escalate priority issues.

Build a strong personal customer rapport and establish engagement to drive positive customer experience.

Ensures compliance with all company and departmental policies, procedures, and guidelines

Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization

Data Analysis - Analyzing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports

Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attritio

Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement

Should have at least 18 months of Experience in Geographical Information System and exposure to Geographical Information System (GIS) knowledge

Experience working in a QA as Service business unit in BPS

Excellent Communication Skills (Verbal & Written)

Good Analytical and Multitasking Skill

Customer Service Oriented attitude with focus on soft skills.

Job Description

Do:

Management of daily activities of a team
Experience in Data Analyst experience
Ensures achievement of all system, team and individual Customer Service goals and standards
Manages Key performance indicators
Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
Responsible for administrative aspects including reporting
Superior communication (oral, written), presentation, and interpersonal skills
Demonstrated ability to develop and implement process enhancements including technology and performance
Ability to plan, prioritize, organize and communicate with client
Proficiency in , Work-force management applications, Quality tools and technologies,
Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations.
•Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors
To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads
Coordinate with delivery managers and the L&D POC to plan sessions
Drive completion by following with respective leads and managers

͏Group Lead-Ops

͏

Responsible for managing the performance for the team of Production Specialist

Responsible for responding back to the client and internal stakeholders in an efficient and professional manner

Handle and resolves customer complaints- identify and escalate priority issues

Build a strong personal customer rapport and establish engagement to drive positive customer experience

Ensures compliance with all company and departmental policies, procedures, and guidelines

Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization

Data Analysis - Analyzing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports

Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition

Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement

Should have at least 18 months of Experience in Geographical Information System and exposure to Geographical Information System (GIS) knowledge

Experience working in a QA as Service business unit in BPS

Excellent Communication Skills (Verbal & Written)

Good Analytical and Multitasking Skill

Customer Service Oriented attitude with focus on soft skills.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

Apply now »