Job Type : Permanent
Number Of Applications : 87
Job Posted On : 24/01/2023
Job Posted On : 24/01/2023
We are hiring Technical Lead Candidates.
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.
Do
Oversee and support process by reviewing daily transactions on performance parameters
Handle technical escalations through effective diagnosis and troubleshooting of client queries
Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Stakeholder Interaction:
Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
Internal | Team Leaders | Performance review |
HR | Hiring and employee engagement and retention | |
TA, SEs | Escalation and issue resolution | |
Production Specialist | Training, issue escalation/ resolution | |
External | Client | Query Resolution |
Competency Levels | |
Foundation | Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. |
Competent | Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. |
Expert | Applies the competency in all situations and is serves as a guide to others as well. |
Master | Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. |
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 |
Wipro Limited is an Indian multinational corporation that provides information technology, consulting and business process services. It is headquartered in Bangalore, Karnataka, India. In 2013, Wipro separated its non-IT businesses and formed the privately owned Wipro Enterprises