MIS

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

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PRINCIPAL RESPONSIBILITIES:

• Provide support to Operational Leadership teams, Clients in a day to day basis, ensuring the reporting of all metrics and KPIs
• Create and maintain Operational Real Time applications, e.g., WFM/RTA tools
• Client Interaction as and when required
• Process Change Control & Development
• Making/Publishing real time/Historical data/reports available to the operation team
• Performs other task/duties assigned by the process head/SDL
• Work on any ad hoc responsibility given by process head in order to assist operations

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SKILLS REQUIRED:

• Excellent communication (both written and spoken) High proficiency in Microsoft Excel and other MS office application
• Knowledgeable in VB/VBA and Power BI
• Excellent Power apps and Power Automation knowledge
• Leading by example and ability to handle stressful situation
• Problem solving skills & Tech-savvy
• Ability to coordinate with Operations Managers for planning of staffing, capacity utilization, seating
• Good statistical, analytical and reporting skills
• Knowledgeable in call arrival patterns in call center environment in order to develop staffing requirements, rosters
• Knowledge in other WFM activities including Intraday Planning, Forecasting Shrinkage
• Scripting skills and database knowledge should be an added advantage.

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Qualifications:

• Bachelor's Degree
• Power BI, Excel proficiency writing Macros
• 1- 4 years relevant experience preferred

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Deliver

No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Prod Quality &Complaint Mgt.(Med Device) .Experience: 1-3 Years .Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.