Wipro Hiring For Operations Manager (UK Telecom Domain)

Designation: Senior Group Leader

Responsibilities:

• Responsible for the end-to-end operations delivery.
• Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations.
• Ensure adherence to SLAs, meeting Customer CPMs on Productivity, Quality, Utilization etc... and improve operational performance.
• Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Drive reward and recognition activity on the floor.
• Client management and drive client feedback.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Liaise with sales and solution design team to grow the account in similar lines of business.
• Create a workforce requirement plan for the engagement when the team is growing, and future business is expected.
• Hold appraisal for the Process leaders and Team leaders in the Hierarchy.
• Drive people initiatives, Ideations, and Projects by team or by customers.
• Meeting the SLA of Attrition, Shrinkage, and driving Floor level Initiatives.

Important notes:

• Voice 100%.
• Graduate.
• Work from Office (Pune).
• 8 AM to 6PM UK Time (Should be flexible with any shifts as per business requirement).
• 5 day working, WO based on business requirements (9.5 hours within this window with 1 hour break).

Experience required: >72 months and experience of BPO Voice support Telecom Industry.

Essential Hiring Skills:

• Good Interpersonal & people management skills with good problem-solving approach.
• Need to handle a span size of 100-150 heads.
• Excellent verbal, written communication & presentation skills.
• Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction.
• Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools.
• Excellent analytical skills for MIS, number crunching & reporting to internal / external customers, problem-solving, decision-making & management skills.
• Ability to exercise managerial judgment and perform as a mentor.
• Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills.
• Leadership skills / Team Management Skills.
• Knowledge of Client and end user requirement (Before starting floor management).
• Basic understanding and ability to trouble shoot issues and implement change as needed.
• Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS.
• Ability to drive results against SLA performance indicators.