Deputy manager

23 hours ago

Gurgaon, 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 (Please mention Subject line-Deputy Manager-UK Voice Process for Gurgaon)

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