Group Leader

Wipro Technologies; Pune District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Wipro Limited in Pune is seeking a seasoned Process Lead to drive team performance against client contracts, ensuring adherence to defined processes and quality standards. You will brief before shifts, share performance data, and conduct RCA to improve quality, while coordinating with the client on updates.

You will coach underperformers, identify training needs, and partner with stakeholders and the WFM team to forecast staffing.

Qualifications

• Minimum 3–5 years of customer service experience.
• Experience in process management and client contract adherence.
• Ability to drive performance and coach team members.
• Strong stakeholder management and communication.
• Experience with forecasting and WFM interactions.

Responsibilities

• Coordinate with client contract to ensure the process is executed as per agreement.
• Brief the team before shifts and debrief after shifts to drive quality and contract adherence.
• Prepare and share performance data with the client and stakeholders.
• Identify opportunities for automation and support automation initiatives with the team.
• Provide coaching and counselling plans for low performers and track improvements.
• Engage with internal and external stakeholders to ensure delivery standards are met.

Skills

Customer Service

Job description

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 230,000 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 www.wipro.com.

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.

Do

• Ensure process is executed as per the client contract
  • Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
  • Prepare notes from the huddle meetings and share it with the team
  • Prepare and share the performance data of the team with the client at the end of the shift
  • Interact with the client and prepare note to share updates and changes with the team
  • Review the performance on the key process metrices and conduct RCA to improve quality parameters
  • Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
  • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
  • Be part of the discussion between manager and WFM team on forecast and number of agents required
  • Organize fun hours on Friday for the team to promote team engagement
  • Identify opportunities for automation within the account and share it with the manager
  • Provide details and data to the automation team to support the automation initiative
• Drive performance of the team on the identified metrices of the process
  • Review last 6-8 weeks performance data (RAG) and identify low performers
  • Provide feedback and coach the outliers/ low performers to improve their performance metrices
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
  • Handhold the employees on performance on process and monitor for improvements
  • Identify training needs for new joiners especially and track their daily progress
  • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end
• Stakeholder Interaction & Management
  • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
  • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
  • Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
  • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
  • Provide timely assistance in case of an escalation and support resolution of escalations/ issues
• Effective Team Management
  • Resourcing
    • Hire adequate and right resources for the team
  • Talent Management
    • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
    • Build an internal talent pool and ensure their career progression within the organization
    • Manage team attrition
    • Drive diversity in leadership positions
  • Performance Management
    • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
    • Ensure that the Performance Nxt is followed for the entire team
  • Employee Satisfaction and Engagement
    • Lead and drive engagement initiatives for the team
    • Track team satisfaction scores and identify initiatives to build engagement within the team

Mandatory Skills: Customer Service.Experience: 3-5 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.

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.