The purpose of the role is to support process delivery byensuring daily performance of the Production Specialists, resolvetechnical escalations and develop technical capability within theProduction Specialists.
Oversee and support process by reviewing daily transactionson performance parameters
Handle technical escalations through effective diagnosis andtroubleshooting of client queries
Build people 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 | | TA, SEs | Escalation and issue resolution | | Production Specialist | 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,NSAT/ ESAT | | 2. | Team Management | Productivity, efficiency, absenteeism | | 3. | Capability development | Triages completed, Technical Test performance |
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.