Job Description

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- Management of daily activities of a team size of 200+ analysts
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- Engages in Customer Escalations
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- Ensures achievement of all system, team and individual Customer Service goals and standards
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- Manages Key performance indicators
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- Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
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- Responsible for administrative aspects including reporting
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- Superior communication (oral, written), presentation, and interpersonal skills

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- Demonstrated ability to develop and implement process enhancements including technology and performance
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- Ability to plan, prioritize, organize and communicate/sell effectively
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- Proficiency in Work-force management applications, Quality tools and technologies
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- Experienced in goal setting (defining and prioritizing specific, driving objectives)
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- Responsible for Process level compliance on various standards.
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- Backup for the SDL in absence
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📌 Service Delivery Manager (Hyderabad)
🏢 Wipro BPO (A Division of Wipro
📍 Hyderabad