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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Responsibilies:

Is responsible for service delivery SLAs, KPIs agreed between Wipro and Client. He/She is responsible for managing teams together to ensure all client metrics are achieved. He/She is responsible for Process Level Compliance and process level projects

Detailed duties and responsibilities:
• Develop objectives for the teams day-to-day activities
• Coach and provide training to the agents to maintain high customer service standards
• Monitor and improve ordering, Chat/telephone handling and other procedures
• Evaluate performance with key metrics 
• Prepare reports for different departments or upper management
• Stake holder management
• Develop and execute plan for continuous improvement
• Conduct weekly performance reviews.
• Overall responsibility for achieving Client’s service level expectations and maintaining high quality delivery
• Has clear understanding of customer KPIs.
• Manages efficient work allocation and tracks the overall performance of team members
• Manages daily team attendance
• Manages team attrition
• Ensures floor policies are followed
• Manages administrative tasks 
• Keeps oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keeps all company information which includes customer information confidential and secured

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REQUIRED SKILLS

Requirements
• Should understand (Read, Write and communicate) in English
• Experience in Order and Delivery Management of MPLS, SDWAN technical delivery platform
• Understand MPLS Networks and platforms and can provide guidance to team technically.
• Proven experience as Team leader or similar position
• Experience in Managing Order management processes required
• Knowledge of performance evaluation and customer service delivery metrics
• Solid understanding of reporting 
• Experience in KPIs and SLA management essential
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient

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Behavioral skills
• Ability to work & communicate with people across organizational units. Service oriented and customer focused
• Ability to prioritize tasks appropriately.
• Ability to lead people on multi-functional efforts.
• Decision making skills.
• Leading by Example and ability to handle stressful situations.
• Expected to work closely with the agents in the team for implementation of uniform compliance and delivery practices.
• To manage the incoming work volumes for all associated task of the role to ensure performance targets achieved.
• Groom new agents on ensuring they come up the curve and achieve BAU competencies as per the agreed timelines with the Manager.

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Graduates with Lead experience is a mandate into Telecom domain