Role Purpose:
The Delivery Leader will be responsible for leading large-scale Human Resource Operations contact center. Voice and Chat handling Health and Welfare and Payroll. The role requires solid operational leadership, customer service orientation, client relationship management, and the ability to consistently deliver against contractual KPIs and SLAs.
The incumbent will manage an operations span of approximately 1400 FTEs and oversee service delivery, workforce performance, escalations, governance, attrition, quality, compliance, and continuous improvement. The role will also collaborate with HR, Training, Facilities, IT, and Network teams to ensure seamless and sustainable operations.
Key Responsibilities
Operations and Service Delivery
- Lead day-to-day delivery across voice contact center operations.
- Manage a delivery span of approximately 1400 FTEs in a customer-focused operating environment.
- Ensure consistent achievement of contractual KPIs, SLAs, productivity, quality, customer experience, and compliance requirements.
- Manage operations through effective capacity planning, performance reviews, root-cause analysis, and corrective action plans.
- Ensure cases are handled accurately, within agreed turnaround times, and in accordance with applicable client procedures.
- Monitor process performance, ageing, escalations, productivity, and quality trends.
- Drive corrective action for recurring defects, SLA breaches, and process-control gaps.
- Maintain a working understanding of work regulations, operational controls, and compliance requirements relevant to the process.
- Build, lead, coach, and motivate high-performing operations teams.
- Establish clear performance expectations and promote accountability across the delivery structure.
- Review individual and team performance and recommend appropriate coaching, training, and development interventions.
- Partner with Training and Quality teams to address capability gaps and improve process performance.
📌 Account Delivery Head (Haryana)
🏢 Wipro
📍 Haryana