Job description: ͏ Responsibilities:Managing day-to-day Operations & team.Align staffing and scheduling to forecasted volumesDrive Performance - Team mentoring & coaching individual associates who may fall below desired performanceEnsures that the transfer of activities/responsibilities are well planned, documented and implementedProvides guidance to the team members in relation to high complexity processes/programsEnsuring team’s adherence to agreed SLAs/KPIs/OPIs.First Level Escalation ManagementEnsures that the transfer of activities/responsibilities are well planned, documented and implemented͏ Critical SkillsForeign languages skills:Advanced English language skills (written, reading and spoken)Advanced French language skills (written, reading and spoken)Communication skills – Strong verbal and written communication skills (R/W/S) to effectively interact with clients/end customer/end customer in above mentioned language.Problem-solving: Quickly and effectively resolving customer and team issues, handling escalated situations, and finding creative solutions.Empathy: Understanding and addressing the needs of both customers and team membersTime & Resource Management: Efficiently managing time, resources, and tasks.Organizational Skills: Effectively managing workflows, schedules, and resources to ensure smooth daily operations and meet performance goalsData Analysis: Ability to make data-driven decisions by analyzing data to track performance and identifying trendsCoaching and Mentoring: Ability to provide training and support team members, helping them improve their skills and performance.Performance management: Improving employee performance by setting clear expectations and providing ongoing feedback and development opportunitiesBehavioral SkillsHighly self-motivated to deliver superior customer experienceIntegrity and desire to comply with all legal and moral standardsService and quality orientedBasic of MS office tools, outlook, internetBasic working knowledge on computerExperience in Medical Device BPOOverall experience of 2-4 years1+ years of experience managing teams͏ Effective Team ManagementResourcingHire adequate and right resources for the team Talent ManagementEnsure adequate onboarding and training for the team members to enhance capability & effectivenessBuild an internal talent pool and ensure their career progression within the organizationManage team attrition Drive diversity in leadership positionsPerformance ManagementSet goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reportsEnsure that the Performance Nxt is followed for the entire teamEmployee Satisfaction and EngagementLead and drive engagement initiatives for the teamTrack team satisfaction scores and identify initiatives to build engagement within the team Mandatory Skills: Medical Info & Product Support(PQCM). 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. Show more Show less