Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building cutting-edge 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 the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.
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Do
- Oversee and support process by reviewing daily transactions on performance parameters
- Review performance dashboard and the scores for the team
- Support the team in improving performance parameters by providing technical support and process guidance
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Ensure standard processes and procedures are followed to resolve all client queries
- Resolve client queries as per the SLAâÂÂs defined in the contract
- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Identify red flags and escalate 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 monitoring compliance with service agreements
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- Handle technical escalations through effective di