Special Ops Lead
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 230000 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 .
Job Description
Role Purpose
- Responsible for managing team of Production Specialist and FLMs reporting directly to them
- Drive performance for his team and ensure that all client metrics are met as per the SLA
- Support service delivery teams onsite/offsite client location - in process stabilization
- Control CPM performance through DMAIC/Six sigma/Application of Quality tools as applicable
- Service Delivery efficiency Knowledge Management
- Process standardization in Google account or the LOB Domain that he/she is aligned to
- Key driver for achievement of revenue and margins- internal & external reporting
- Coach and counsel the FLMs/span and provide guidance to them on way forward meeting client requirement client metrics process improvement
Behavioral Skills and Attributes
- Has the ability to filter prioritize analyze and validate potentially complex and dynamic problem
- High analytical skills
- Lean Certification or Six Sigma certification would be added advantage but not mandatory
- May or should have information on internet or social networking products or services
- Good communications skills and written skills
- Excellent knowledge of Service Delivery in a voice/semi voice process
- Well versed with Microsoft applications specially excel and power point
- The job will require fairly high amount of work in shift environment as per requirement .
- Sharp Eye for Detail: Ability to spot tiny errors in video sequences that others might miss such as a label being off by a single frame.
- Logical Thinking: Strong ability to analyze a complex situation and explain clearly why a specific action was the right one to take.
- Leadership Experience: Proven track record of managing people in a fast-paced environment and meeting high-quality targets.
- Spatial Awareness: Ability to accurately link written labels to specific objects and locations within a moving video.
- Lead by Example: Expected to lead by example by auditing cases and demonstrating how an ideal case should be audited/processed.
Should have managed a large span of associates preferably in Data Annotation workflow.
Client Exposure
Critical Thinking
Efficient in managing multiple high stake projects
A brief of the skills on which the employees will be trained on
1. Proprietary Workflow and Task Allocation Tooling
2. Internal Service Level Agreement (SLA) Calculations
3. Organizational Matrix and Incident Escalation Protocols:
Do
Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information including name department contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record track and document all queries received problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA s defined in the contract
- Access and maintain internal knowledge bases resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day compliance to process and quality standards meeting process level SLAs Pulse score Customer feedback |
| 2 | Self- Management | Productivity efficiency absenteeism Training Hours No of technical training completed |
Roles and Responsibility
- Responsible for managing team of Production Specialist and FLMs reporting directly to them
- Drive performance for his team and ensure that all client metrics are met as per the SLA
- Support service delivery teams onsite/offsite client location - in process stabilization
- Control CPM performance through DMAIC/Six sigma/Application of Quality tools as applicable
- Service Delivery efficiency Knowledge Management
- Process standardization in Google account or the LOB Domain that he/she is aligned to
- Key driver for achievement of revenue and margins- internal & external reporting
- Coach and counsel the FLMs/span and provide guidance to them on way forward meeting client requirement client metrics process improvement
- Work with multiple functions within organization i.e. Finance HR FMG etc. and work along to resolve any team issues
Must Have
- Should have managed a large span of associates preferably in Data Annotation workflow.
- Client Exposure
- Critical Thinking
- Efficient in managing multiple high stake projects
- Operating procedures
- Service Levels
- Process metrics
- Coaching Skils
- Eye for detail
- People Management and Performance Managment
- Analytical Reasoning
- MIS awareness
- Escalation guideline.
- Regulatory requirements
- Proficient with MS Office (Word Excel PowerPoint)
Behavioral Skills and Attributes
- Has the ability to filter prioritize analyze and validate potentially complex and dynamic problem
- High analytical skills
- Lean Certification or Six Sigma certification would be added advantage but not mandatory
- May or should have information on internet or social networking products or services
- Good communications skills and written skills
- Excellent knowledge of Service Delivery in a voice/semi voice process
- Well versed with Microsoft applications specially excel and power point
- The job will require fairly high amount of work in shift environment as per requirement .
- Sharp Eye for Detail: Ability to spot tiny errors in video sequences that others might miss such as a label being off by a single frame.
- Logical Thinking: Strong ability to analyze a complex situation and explain clearly why a specific action was the right one to take.
- Leadership Experience: Proven track record of managing people in a fast-paced environment and meeting high-quality targets.
- Spatial Awareness: Ability to accurately link written labels to specific objects and locations within a moving video.
- Lead by Example: Expected to lead by example by auditing cases and demonstrating how an ideal case should be audited/processed.
Mandatory Skills: Geographic Information Systems(Maps).
Experience: 5-8 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.
Employment Type : Full Time
Experience: years
Vacancy: 1