Wipro
Role Purpose
The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolving technical escalations, and developing technical capability within the team.
Oversee and support process by reviewing daily transactions on performance parameters.
Review performance dashboards and scores for the team.
Support the team in improving performance by providing technical support and process guidance.
Record, track, and document all queries received, problem-solving steps taken, and resolutions achieved.
Ensure standard processes and procedures are followed to resolve all client queries.
Resolve client queries as per the SLAs defined in the contract.
Develop understanding of process/product for team members to facilitate better client interaction and troubleshooting.
Document and analyze call logs to identify trends and prevent future issues.
Identify red flags and escalate serious client issues to the Team Leader when resolution is delayed.
Ensure all product information and disclosures are given to clients before and after calls/emails.
Monitor compliance with service agreements to avoid legal challenges.
Handle technical escalations through diagnosis and troubleshooting.
Manage and resolve technical roadblocks/escalations as per SLA and quality standards.
Escalate unresolved issues timely to TAs & SES.
Provide product support by diagnosing questions and guiding users through solutions.
Troubleshoot client queries professionally and courteously.
Offer alternative solutions to retain customer business.
Communicate ideas effectively, tailored to the audience.
Follow up with customers to record feedback and ensure SLA compliance.
Build team capability to ensure operational excellence and high customer service levels.
Mentor and guide Production Specialists on technical knowledge.
Plan and conduct training sessions to address skill gaps.
Inform clients about upcoming trainings.
Stay current with product features, changes, and updates through continuous learning.
Identify common problems and suggest resolutions to the team.
Participate in self-learning and maintain professional networks.
Stakeholder Interaction Internal:
Team Leaders (performance review), HR (hiring, engagement), TA & SEs (escalation, resolution), Production Specialists (training, escalation) External:
Clients (query resolution)
Competencies
Functional:
Process Knowledge (Foundation, Competent, Expert, Master) Behavioral:
Domain Knowledge, Collaboration, Problem Solving, Attention to Detail, Execution Excellence, Stakeholder Management, Client Centricity, Effective Communication Performance Parameters
Process: Cases resolved, compliance, quality, SLAs, customer feedback Team Management: Productivity, efficiency, absenteeism Capability Development: Trainings completed, test performance
About the company
Wipro Limited is a leading global IT, consulting, and business process services company, harnessing emerging technologies to help clients succeed in the digital world. With over 180,000 employees worldwide, we are committed to sustainability and corporate citizenship. Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Reasonable accommodations are provided for qualified applicants with disabilities. Contact: accessibility@talentify.io or 407-000-0000. All new hires must complete Form I-9 and verify identity and work eligibility. An AEDT scores your skills and responses. For NYC applicants, alternative processes or accommodations are available upon request. #J-18808-Ljbffr
Stakeholder Interaction Internal:
Team Leaders (performance review), HR (hiring, engagement), TA & SEs (escalation, resolution), Production Specialists (training, escalation) External:
Clients (query resolution)
Competencies
Functional:
Process Knowledge (Foundation, Competent, Expert, Master) Behavioral:
Domain Knowledge, Collaboration, Problem Solving, Attention to Detail, Execution Excellence, Stakeholder Management, Client Centricity, Effective Communication Performance Parameters
Process: Cases resolved, compliance, quality, SLAs, customer feedback Team Management: Productivity, efficiency, absenteeism Capability Development: Trainings completed, test performance
About the company
Wipro Limited is a leading global IT, consulting, and business process services company, harnessing emerging technologies to help clients succeed in the digital world. With over 180,000 employees worldwide, we are committed to sustainability and corporate citizenship. Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Reasonable accommodations are provided for qualified applicants with disabilities. Contact: accessibility@talentify.io or 407-000-0000. All new hires must complete Form I-9 and verify identity and work eligibility. An AEDT scores your skills and responses. For NYC applicants, alternative processes or accommodations are available upon request. #J-18808-Ljbffr