Responsibilities:
Manage a team of Service Desk Analysts providing support across multiple countries.
Responsible for Service Levels – ASA, Abandon, FCR etc.
Responsible for Floor Discipline as per Floor Policy
Delivery
Required to study the Due Diligence / transition documents and gain understanding of customer business
Will be involved in resource / volume ramp-up plan/ backfilling resources planned for rotation and resignation cases
Tracking Performance of individual Projects within the delivery
Participate / presenting Service Desk performance in client and internal reviews
Take spot decisions on extending shifts of the current team to meet fluctuation in call volumes
Monitoring queues to ensure SLA adherence
Ensuring customer satisfaction is met while ensuring adherence to process compliance.
Reports / Reviews
Publish Daily, Weekly and Monthly reports on team productivity
Publishing dashboards to customer
Knowledge Management
Contribute to KM activities – create / edit SOP’s based on any changes in the Support environment
Coordinate with SQA, KM and Customer for KB update sign-off as applicable
Quality
Using the trend analysis to identify the areas of improvement
Initiate and own Service Improvement Plans / Continuous Improvement Plans / Lean / Six Sigma projects
Working with SQA team to comply on ISO standards
Follow quality / security process defined for the engagement
Independently handle escalated calls, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, assess customer’s needs.
Motivating analysts through effective management, career development & implementation of reporting mechanisms.
Liaison with other areas of the company affecting the SD team operations, one on One Relationship mgmt.
Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings.
Manage attendance & rosters for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
Mentor and assist new hires
Drive the team to reach the defined targets
Ensure training and development of the team members.
Working with Quality Analyst, SMEs / L2 to understand agent development issues and develop individual + group training plans.
Mentor team members on technical and communication aspects
Constant watch on SLA / KPI performance of entire team as well as individuals; coach people to improve service levels
Bring best practices from other projects
suggest new technology solutions
Introduce new ideas to the team
Interact with global customers
Benefits:
• Attractive compensation package with a diverse set of social benefits (Private Pension Plan (Monthly Benefit budget, Medical insurance, Life insurance, Christmas bonus etc)
• Great career opportunity to work for one of the biggest brands in the world in a unique work environment
• Open-concept offices designed for both team work and relaxation with ping pong, billiards, foosball etc
• Child Birth Allowance
• Sport events sponsorship for employees
• Complex Record & recognition scheme ( both non-monetary and monetary options)
• Monthly subscription @ Bookster - the first modern library for companies in Romania
• Employee Referral Program with attractive incentive schemes
• Extra annual leave days depending on the total length of working experience at Wipro
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms as well as through internal & external trainings and certifications
• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility projects