The purpose of the role is to ensure seamless delivery on assigned SLA's and be responsible for all aspects of Performance Management & Development of colleagues (planning, review, recognition, coaching, etc.).
Core Responsibilities: People Management (Team management, Coaching & Development, Resource Management)Operational Management - Monthly rhythms and routinesProcess and Project ParticipationStakeholder ManagementProcess: Should self-train and become process expert with domain certificationAct as a floor support, take calls/chats as neededIdentifies, plans and manages continuous improvement projectsComply with Business Management Routines (Reviews, calibrations, work allocation, adherence to standard operation procedures and proper documentation)Well versed with MS office tools for reporting and data analysisReport system defects and collaborate with relevant parties to mitigate participant damage/riskEnsures service accuracy through compliance and auditsSLA and Capacity Management: Maintaining overall service deliveryReal time Queue monitoring & skill managementIdentifying cross training needs, workload allocation and balancingEffective staff & leave planningResponsible for schedule adjustments/adherence, improve team occupancy & utilizationIn-depth knowledge of resource utilization billing modelCollaborate with QAs on process improvement to drive better CSAT and SLA resultsPeople and Performance Management: Timely performance management through goal setting, quarterly Perf Nxt conversations, monthly One on Ones, coaching sessions, individual development plansPartner with relevant functions to resolve colleague issues (payroll, attendance, employee relations/conflict, technology and other staff matters)Educates, reinforces and holds colleagues accountable for behaviors that support Wipro policies and guidelines (e.g., code of conduct, data privacy, floor policies)Monitors and evaluates call/chat/eservice timely on ALISCreates an environment oriented to trust, open communication, creative thinking and cohesive team effortStakeholder Management: Timely and regular communication with clients/stakeholders, problem solver with effective issue resolutionFacilitate meetings with teams, clients, other managers and partner functionsShare process reviews and trending with relevant partiesAct as change agents to drive constant changes within the business unit/organizationBehavioral Skills and Attributes: Capacity to work and contribute to a team environment as well as work independentlyStrong organizational skills, ability to work with multiple groupsPossess good delivery and execution skills, able to resolve dependencies and conflictsAbility to manage multiple tasks in a dynamic, deadline-driven environmentTake & demonstrate ownership/accountability of assigned tasksDemonstrate and drive a culture of living Wipro's 5 habitsCritical Skills Required: Excellent written and verbal communicationFlair for relationship building – onshore/offshore and within teamsProven coaching and feedback skillsExposure to new client implementations and knowledge of the US Health and Welfare domainStrong analytical and quantitative skillsCandidate Specification: Education: Bachelor's degree/College UndergraduateEmployee should be a confirmed full-time employee of the organizationEmployee should not have been on PCCP (behavioral or performance)Employee should be rated Achieving/Highly Valued Contributor (HVC) in the last performance cycleEmployees returning from an overseas assignment will not be eligible to apply for an IPP/IJP outside of his/her domain/unit/team for a period of 6 months post returning12/18 months in the current role for Lateral/Vertical movement and 48 months of overall work experience post-graduationAbility to work 24*7 shift timings
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