Wipro Digital Operations and Platforms | Deputy Manager

1 day ago

gurugram, India Wipro Digital Operations and Platforms Full time

Deputy Manager-UK Voice Process (Gurgaon)


We are looking for Deputy Manager for Gurgaon location, who has prior experience in managing Contact Inbound Centre team for International Voice Process and good analytical skills of Resource Performance Data, and exposure to WFM of Inbound Contact Centre.


People Management (Team Management, Coaching & Development, Performance Management, Attrition, Shrinkage, SLA, KPI & CSAT) & Operational Management, Client handling & Stakeholder Management for International Voice Process.


  • Job Location : Gurgaon (Work from Office)-01 Side Transport (Drop only)
  • Shift Timing : UK Shift (in between 1.00 PM to 1.00 AM)
  • Experience Required : 8-12 Years


JOB DESCRIPTION :


Ensure seamless delivery on assigned SLA's. Responsible for all aspects of Performance management & Development of colleagues (planning, review, recognition, coaching, etc.)


  • 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 :

8-12 years

Education :

  • 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 CV's directly at Sandeep.sharma72@wipro.com (Please mention Subject line-Deputy Manager-UK Voice Process for Gurgaon)

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