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Work with usRequisition ID: 32267
City: Curitiba
Country/Region: BR
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 DescriptionRole Purpose The purpose of this role is to execute the process and drive the performance of the team on the key metrics of the process.
DoEnsure process is executed as per the client contractConduct briefings before every shift to drive focus on key metrics and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes.Prepare notes from the huddle meetings and share it with the team.Prepare and share the performance data of the team with the client at the end of the shift.Interact with the client and prepare notes to share updates and changes with the team.Review the performance on the key process metrics and conduct RCA to improve quality parameters.Prepare presentations on weekly and monthly performance data for the manager to be shared with the client.Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects.Be part of the discussion between manager and WFM team on forecast and number of agents required.Organize fun hours on Friday for the team to promote team engagement.Identify opportunities for automation within the account and share it with the manager.Provide details and data to the automation team to support the automation initiative.Drive performance of the team on the identified metrics of the processReview last 6-8 weeks performance data (RAG) and identify low performers.Provide feedback and coach the outliers/low performers to improve their performance metrics.Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers.Handhold the employees on performance on process and monitor for improvements.Identify training needs for new joiners especially and track their daily progress.Conduct process trainings as well as refresher trainings to bridge the capability gap or if there is any change from the client's end.Stakeholder Interaction & ManagementCoordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts.Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account.Work with quality team to ensure the quality improvements as per the delivery standards of the contract.Provide timely assistance in case of an escalation and support resolution of escalations/issues.Effective Team ManagementResourcingHire adequate and right resources for the team.Talent ManagementEnsure adequate onboarding and training for the team members to enhance capability & effectiveness.Build an internal talent pool and ensure their career progression within the organization.Manage team attrition.Drive diversity in leadership positions.Performance ManagementSet goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports.Ensure that the Performance Nxt is followed for the entire team.Employee Satisfaction and EngagementLead and drive engagement initiatives for the team.Track team satisfaction scores and identify initiatives to build engagement within the team.Wipro is committed to creating an accessible, supportive, and inclusive workplace.
Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process.
Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis.
Wipro provides equal opportunities to all and values diversity.
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