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This role requires full onsite presence (Monday-Friday)

Responsibilities

• Manage a team of Service Desk Analysts providing support across multiple countries.

• Responsible for Service Levels – ASA, Abandon, FCR etc.

• Responsible for Floor Discipline as per Floor Policy

• Delivery

• Required to study the Due Diligence / transition documents and gain understanding of customer business

• Will be involved in resource / volume ramp-up plan/ backfilling resources planned for rotation and resignation cases

• Tracking Performance of individual Projects within the delivery

• Participate / presenting Service Desk performance in client and internal reviews

• Take spot decisions on extending shifts of the current team to meet fluctuation in call volumes

• Monitoring queues to ensure SLA adherence

• Ensuring customer satisfaction is met while ensuring adherence to process compliance.

• Reports / Reviews

• Publish Daily, Weekly and Monthly reports on team productivity

• Publishing dashboards to customer

• Knowledge Management

• Contribute to KM activities – create / edit SOP’s based on any changes in the Support environment

• Coordinate with SQA, KM and Customer for KB update sign-off as applicable

• Quality

• Using the trend analysis to identify the areas of improvement

• Initiate and own Service Improvement Plans / Continuous Improvement Plans / Lean / Six Sigma projects

• Working with SQA team to comply on ISO standards

• Follow quality / security process defined for the engagement

• Independently handle escalated calls, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, assess customer’s needs.

• Motivating analysts through effective management, career development & implementation of reporting mechanisms.

• Liaison with other areas of the company affecting the SD team operations, one on One Relationship mgmt.

• Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings.

• Manage attendance & rosters for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.

• Mentor and assist new hires

• Drive the team to reach the defined targets

• Ensure training and development of the team members.

• Working with Quality Analyst, SMEs / L2 to understand agent development issues and develop individual + group training plans.

• Mentor team members on technical and communication aspects

• Constant watch on SLA / KPI performance of entire team as well as individuals; coach people to improve service levels

• Bring best practices from other projects

• suggest new technology solutions

• Introduce new ideas to the team

• Interact with global customers

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Benefits:

• Attractive compensation package with a diverse set of social benefits (Private Pension Plan (Monthly Benefit budget, Medical insurance, Life insurance, Christmas bonus etc)

• Great career opportunity to work for one of the biggest brands in the world in a unique work environment

• Open-concept offices designed for both team work and relaxation with ping pong, billiards, foosball etc

• Child Birth Allowance

• Sport events sponsorship for employees

• Complex Record & recognition scheme ( both non-monetary and monetary options)

• Monthly subscription @ Bookster - the first modern library for companies in Romania

• Employee Referral Program with attractive incentive schemes

• Extra annual leave days depending on the total length of working experience at Wipro

• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms as well as through internal & external trainings and certifications

• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility projects

This position offers a chance to be part of a forward-thinking company that values innovation and a progressive approach to technology. Interested candidates are encouraged to apply and join the team where they can make a significant impact.

Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.