Job Title CCOD Team Member L2 Req Id 113518 City Mumbai State Province Maharashtra Posting Start Date 11 21 25 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 Role Purpose The purpose of the role is ensure all incoming non-voice email queues for all clients accounts are responded to and resolved within the Average Speed of Answer ASA and per contract through effective inventory management capacity planning skilling and reporting Ensure process excellence through effective inventory management capacity planning skilling 1 Inventory Management Access the client tool and pull out daily queue inventory for the particular day Manually segregate queues as per skill department region and assign the same to agents trained on the particular skill Ensure appropriate resource planning mapping for all queues as per skill Manually assign queues during every interval and document the same for reporting for each skill and region Check shrinkage numbers for each site and highlight the same to site leads Close and report the daily queue Ensure 0 staffing at logout no calls on hold at logout NOC calling to confirm Queue closing for the day 2 Capacity Planning Conduct effective resource planning as per daily inventory numbers and skills to maximize the productivity of resources Monitor resource planning and fulfilment in line with account requirements skills region and costs of delivery Manage and plan monthly resource allocation as per the monthly forecast shared for each region by the client 3 Skilling Optimize manpower and minimize leakages by effectively reskilling and mapping as per inventory shared by client daily and monthly Conduct the skilling exercise every interval to ensure the emails are assigned to agents with relevant skills Maximize productivity by ensuring cross training of resources on multiple skills in case of shortage caused to holidays or absenteeism Ensure retention by offering relevant trainings and certifications of all allocated resources Update site leads on hourly progression ASA updates on each location SLA compliance etc Ensure all SLA parameters are met in the account and maintain a green card at all times Maintain daily attendance and commitment trackers for all accounts in every department and region Participate and share account performance across operational quality and fulfillment parameters with internal and external stakeholders Lead and manage escalations potential risks or early warning signs with client and relevant stakeholders to eliminate any revenue leakage Focus on client centricity through effective client interaction report management and contract compliance 1 Effective Client Interaction Interact with client on a daily basis updating them on the progress against the inventory volumes Engage with client on volume distribution on a daily basis Conduct and lead daily workforce planning calls with clients Connect with client and on ASA waivers and capacity updates for additional business Connect with clients on getting approvals for overtime in case of absenteeism and or shortage of resources Liaise between the customer and internal teams on escalations of serious issues and queue Interact and engage with the client to communicate and update progress against team progress on a daily weekly monthly basis Accurate relevant timely reporting to client and senior stakeholders Share daily weekly and monthly dashboards with clients updating progress against SLA volumes queues closure time etc Prepare and share the AHT Tracker Half Hourly to the Managers Prepare and share dashboard containing all SLAaEUR TM s KPIS every single metric on a daily basis with Account head site head Share the customer satisfaction report with supervisors daily Prepare and share the relevant quality report with quality team Modify reports as per the change in process or process requirement Train direct reports on various reports to cater to ad hoc report requests from various teams Regular cadence around contract compliance Evaluate performance with key metrics accuracy ASA customer service metrics etc Set direction for the team track progress against targets through regular cadence calls and course correct as required Drive the focus of the team on quality and adherence to contract compliance processes Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed Weekly calls with WFM to ensure resource optimization compliance to the manpower numbers agreed in the contract future planning in case of ramp ups etc Ensure operational excellence through effective liaising with various depts Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Prepare and share the capacity planner monthly with the management team providing insight on what to expect how the team is trending on ASA shrinkage etc Constantly co-ordinate with central WFM team for hiring updates and calibration Escalate RTA issues to the Managers SDLs Process Head in case of challenges Co-Ordinate with QA s or Supervisors for sessions on a daily basis Get updates from training teams on class fulfilment and training Escalate technology issues to tech spocs across locations keeping client in loop in case of major tech issues impacting SL Liaison with THD Transport Helpdesk FMG team to ensure smooth flow of transport and on time reporting Inform the THD FMG teams in case of major transport issues on any routes Update THD FMG in case of Client Holidays change in working hours DST - NDST for them to plan accordingly Handle transport related issues and employee escalations BCP co-ordination with THD FMG team to ensure smooth flow of process and attend Transport BCP on request Effective Team Management 1 Resourcing Hire adequate and right resources for the team 2 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 3 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 4 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 Claims Processing Experience 1-3 Years Reinvent your world We are building a up-to-date 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

📌 Ccod Team Member (Maharashtra)
🏢 Wipro
📍 Maharashtra