The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.
Support process by managing transactions as per requiredquality standards
Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
| | | | | --- | --- | --- | | Stakeholder Type | Stakeholder Identification | Purpose of Interaction | | Internal | Team Leaders | Performance review | | HR | Hiring and employee engagement and retention | | Training Team | Capability development | | Technical Lead | Training, issue escalation/ resolution | | External | Client | Query Resolution |
Lists the competencies required to perform this role effectively:
| | | | --- | --- | | Competency Levels | | Foundation | Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. | | Competent | Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell. | | Expert | Applies the competency in all situations and is serves as a guide toothers as well. | | Master | Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization. |
| | | | | --- | --- | --- | | No. | Performance Parameter | Measure | | 1. | Process | No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback | | 2. | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed |
Unconscious bias training
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 240,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.