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Profile for KPO - Group B3

 Wipro BPS A division of Wipro Limited

  • 1 - 2 years
  • Bengaluru
  • Applicants: 0
  • Views: 80
  • Posted: 11 11 2019
  • Full Time

Job Details

Experience: 1 - 2 years

Qualification: Any graduate(Any)

Salary Offered: Not Disclosed

Functional Area: Customer Service / Call Centre / BPO

Industry: ITES / BPO

Role: Operations Manager

Job Location: Bengaluru

Gender: Any Gender

Number of Vacancy: 1

Job Description

  • Responsible for the end-to-end operations delivery Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations
  • Ensure adherence to SLAs, meeting Customer OKRs on Productivity, Quality, Utilization etc. and improve operational performance Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc
  • Provide coaching and feedback to team members to enable them to improve their performance Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
  • Drive reward and recognition activity on the floor Client management and drive client feedback
  • Ensure compliance with internal policies and procedures, external regulations and information security standards Liaise with sales and solution design team to grow the account in similar lines of business Create a workforce requirement plan for the engagement when the team is growing and future business is expected Hold appraisal for the Process leaders and Team leaders in the Hierarchy .
  • Drive people initiatives, Ideations, and Projects by team or by customers Monitor and drive Revenue management for the process Meetiing the SLA of Attrition, Shrinkage etc.

Skills Required

floor management
information security
process improvement
team management

Key Requirements

Roles Responsibilities:

Good Interpersonal people management skills with good problem solving approach. Need to handle a span size of 100- 150 HCExcellent verbal written communication presentation skillsNeed to have sound customer service skills and soft skills with prime focus being on customer satisfaction Good working knowledge of computer i. e. , MS- Office, Operating Systems, internet services Online toolsExcellent analytical skills for MIS, number crunching reporting to internal external customers, problem- solving, decision- making management skillsAbility to exercise managerial judgment and perform as a mentorAbility to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skillsLeadership skills / Team Management SkillsKnowledge of Client and end user requirement (Before starting floor management). Basic understanding and ability to trouble shoot issues and implement change as neededBasic knowledge of forecasting and scheduling techniques, operation policies and procedures and MISAbility to drive results against SLA performance indicators

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Company Logo

Email: info@wipro.com

Contact Person: hr

Web: careers.wipro.com

ABOUT COMPANY

Wipro Business Process Services Is Leading The Industry’s Game-changing March Towards Next Generation Bps By Rapidly Scaling Our Capabilities To Build A World-class Organization. Our Culture Of Excellence Is Deeply Focused On Creating Business Value And Measureable Outcomes For Clients.