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Title:  Work Force Management

Requisition ID:  68466
City:  Hyderabad
Country/Region:  IN
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose


The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. 
 

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Role: Work Force Management.

Location-Hyderabad

Shift-24*9(Night)

Experience- 2-3 yrs of exp in similar kind of work

Roles & Responsibilities:

•. Good working knowledge of computer i.e., MS-Office.

•. Excellent verbal & written communication & presentation skills.

•. Good Interpersonal skills with problem solving approach.

•. Expert knowledge of service procedures

•. Good analytical skills for MIS, number crunching & reporting to internal & external customers.

•. WFM Tools Competency.

•. Demonstrated Customer Service Skills.

 

Skills Required:

 

• Responsible for real time operations management, scheduling, and adherence

• Analysis of scheduling outputs.

• Preparing monthly reports for individual accounts.

• Preparing forecasts for volume, productivity and shrinkages.

• Maintain headcount planners.

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  • Drive performance of the team on the identified metrices of the process 

    • Review last 6-8 weeks performance data (RAG) and identify low performers
    • Provide feedback and coach the outliers/ low performers to improve their performance metrices
    • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
    • Handhold the employees on performance on process and monitor for improvements
    • Identify training needs for new joiners especially and track their daily progress
    • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end

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  • Stakeholder Interaction & Management 

    • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
    • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
    • Participate in monthly review meetings with Account Delivery leadership  updating them on the status and progress of the account
    • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
    • Provide timely assistance in case of an escalation and support resolution of escalations/ issues 

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  • Effective Team Management

  • Resourcing

    • Hire adequate and right resources for the team 
  • Talent Management
    • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
    • Build an internal talent pool and ensure their career progression within the organization
    • Manage team attrition 
    • Drive diversity in leadership positions

  • Performance Management

    • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
    • Ensure that the Performance Nxt is followed for the entire team

  • Employee Satisfaction and Engagement

    • Lead and drive engagement initiatives for the team
    • Track team satisfaction scores and identify initiatives to build engagement within the team
Mandatory Skills: Payment and Fraud( Trust & Safety) .

 

Experience: 1-3 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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.

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