About the jobWipro Romania, part of global IT and consulting leader Wipro Ltd., has grown significantly since 2007. With over 2000 employees from 21+ nationalities, it supports 50+ clients, offering a collaborative, inclusive work environment and professional growth opportunities.ResponsibilitiesManage 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 PolicyDeliveryRequired to study the Due Diligence / transition documents and gain understanding of customer businessWill be involved in resource / volume ramp-up plan/ backfilling resources planned for rotation and resignation casesTracking Performance of individual Projects within the deliveryParticipate / presenting Service Desk performance in client and internal reviewsTake spot decisions on extending shifts of the current team to meet fluctuation in call volumesMonitoring queues to ensure SLA adherenceEnsuring customer satisfaction is met while ensuring adherence to process compliance.Reports / ReviewsPublish Daily, Weekly and Monthly reports on team productivityPublishing dashboards to customerKnowledge ManagementContribute to KM activities – create / edit SOP’s based on any changes in the Support environmentCoordinate with SQA, KM and Customer for KB update sign-off as applicableQualityUsing the trend analysis to identify the areas of improvementInitiate and own Service Improvement Plans / Continuous Improvement Plans / Lean / Six Sigma projectsWorking with SQA team to comply on ISO standardsFollow quality / security process defined for the engagementIndependently 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 hiresDrive the team to reach the defined targetsEnsure 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 aspectsConstant watch on SLA / KPI performance of entire team as well as individuals; coach people to improve service levelsBring best practices from other projectssuggest new technology solutionsIntroduce new ideas to the teamInteract with global customersLocation:Bucharest, Romania - on-siteBenefits:• 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 projectsThis position offers a chance to be part of a forward-thinking company that values innovation and a progressive approach to technology. Interested candidates are encouraged to apply and join the team where they can make a significant impact.Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome. Show more Show less