Team Manager-Voice

2 months ago

Gurugram, India Wipro Digital Operations and Platforms Full time

We are looking for Team Manager-Voice (OPS) for Gurgaon Location.


It's for UK Shift (01 sided transport) and looking for International voice background with Team Handling & People Management experience.


Exp : 5-8 Years

CTC : 7.00 - 8.00 LPA


Note : Interested candidates can share their resume at Sandeep.sharma72@wipro.com


  • People Management (Team management, Coaching & Development, resource management) – 40%
  • Operational Management - Monthly rhythms and routines – 25%
  • Process and Project Participation – 20%
  • Stakeholder Management (Client meetings) – 15%
  • Builds domain knowledge within the team and for oneself
  • Identify cross training strategy within unit/ Team
  • Facilitate practice expertise and product knowledge
  • Ensures service accuracy through compliance and audit
  • Works with the client teams to prioritize and assign activities
  • A problem solver with effective issue resolution for client related issues
  • Maintaining and improving the overall quality of service delivery
  • Provides day to day support for participant- and/or processing-related issues
  • Creates an environment oriented to trust, open communication, creative thinking and cohesive team effort
  • Leverages the talent/resources in the team to generate results
  • Creates goals and performance plans for the team
  • Monitors associate performance to ensure that results are achieved in an effective/efficient way.
  • Conducts necessary performance management conversations with associates; uses tools and resources available to managers at Wipro.
  • Educates, reinforces, and holds Colleagues accountable for behaviors that support Wipro policies and guidelines. (e.g., Code of Conduct, Data Privacy)

· Executes issue resolution and ensures proper documentation and follow-up

  • Provides coaching and development to Colleagues and creates a culture of continuous improvement within client-level operations
  • Handles all team activities and admin responsibilities effectively
  • Tracks and drives improvements in metrics and performs analysis for process improvements
  • Conducts process Review and Development Planning
  • Management of team productivity
  • Team SLA management
  • Responsible for managing process MIS
  • Sees the Big picture: Understand and effectively influence the multiple processes and components of the organization, its stakeholders and environment; acting in ways that optimize business performance.
  • Leveraging Technology: Is technology savvy and knows how to appropriately share and use his/her knowledge to improve business results.
  • Team workload management Staffing and Production Planning


Experience Range

5-6 years

.

Formal Education/Certification

  • Bachelor's degree in any discipline


Technical Skills


  • Excellent written and verbal communication
  • Flair for relationship building – onshore/offshore and within teams
  • Proven coaching and feedback skills
  • Exposure of new client implementations
  • Strong analytical and quantitative skills

Work Conditions

  • Shift timings as per process
  • Participation in training sessions, business management routines in office/offsite


Note : Interested candidates can share their resume at Sandeep.sharma72@wipro.com (Only immediate joiners or who can join within 15-20 days)

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