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Engaged Employer

Wipro

Compare

3.7

based on 53.5k Reviews

Video summary

2539 Wipro Jobs

Senior Consultant

Wipro Limited

3.7

based on 53.5k Reviews

8-12 years

₹ 10 - 20.3L/yr (AmbitionBox estimate)

Bangalore / Bengaluru

1 vacancy

Senior Consultant

Wipro

posted 13d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service AWS Java Linux Administration Credit Management Javascript

+ 11 more

Job Description

About The Role :

Role Purpose
The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.

Oversee and support process by reviewing daily transactions on performance parameters

Review performance dashboard and the scores for the team

Support the team in improving performance parameters by providing technical support and process guidance

Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions

Ensure standard processes and procedures are followed to resolve all client queries

Resolve client queries as per the SLAs defined in the contract

Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting

Document and analyze call logs to spot most occurring trends to prevent future problems

Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

Ensure all product information and disclosures are given to clients before and after the call/email requests

Avoids legal challenges by monitoring compliance with service agreements

Handle technical escalations through effective diagnosis and troubleshooting of client queries

Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements

If unable to resolve the issues, timely escalate the issues to TA & SES

Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

Troubleshoot all client queries in a user-friendly, courteous and professional manner

Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business

Organize ideas and effectively communicate oral messages appropriate to listeners and situations

Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs

Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

Mentor and guide Production Specialists on improving technical knowledge

Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist

Develop and conduct trainings (Triages) within products for production specialist as per target

Inform client about the triages being conducted

Undertake product trainings to stay current with product features, changes and updates

Enroll in product specific and any other trainings per client requirements/recommendations

Identify and document most common problems and recommend appropriate resolutions to the team

Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver
No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2 Team Management Productivity, efficiency, absenteeism 3 Capability development Triages completed, Technical Test performance

Employment Type: Full Time, Permanent

Read full job description

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What people at Wipro are saying

3.7

Rating based on 269 Senior Consultant reviews

Anonymous · Engineering - Software & QA in Bangalore / Bengaluru

Likes

No pros in wipro. No Team culture. Manager and HRs are the worst .

Dislikes

Many cons 1. Salary of variable pay 2. No extra perks , even being top performer. 3. Worst HR policy, and HR structure. No help from them. 4. Delivery Manager is the super boss , they are more than CEO of the company. Only support native people