Special Ops Lead

Wipro Technologies; Hyderabad; On-site; INR 446,000 - 781,000; Full time

Job summary

Wipro Limited in Hyderabad is seeking a Production Specialist to provide effective technical support for processes and resolve client issues, escalating as needed to meet SLAs. You will handle incoming requests via phone or email, document user information, and maintain knowledge bases to aid resolution.

The role emphasizes diagnosing and troubleshooting client queries, maintaining logs, and delivering strong customer service.

Qualifications

• Must have ability to manage a large span of associates preferably in Data Annotation workflow.
• Client Exposure
• Critical Thinking
• Efficient in managing multiple high stake projects
• Operating procedures
• Process metrics
• Coaching Skils
• People Management and Performance Managment
• Analytical Reasoning
• Regulatory requirements
• Proficient with MS Office (Word, Excel, PowerPoint)

Responsibilities

• 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 FLM's/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

Skills

Critical Thinking

Good Communications Skills

MS Office

Problem Solving

Tools

Geographic Information Systems(Maps)

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:

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

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 SLAâÃÂÃÂs 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 elevate 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 customersâÃÂàand clientsâÃÂàbusiness
  • 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 FLM's/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
• Process metrics
• Coaching Skils
• People Management and Performance Managment
• Analytical Reasoning
• 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.

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 FLM's/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
• Process metrics
• Coaching Skils
• People Management and Performance Managment
• Analytical Reasoning
• 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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

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.