Responsibilities:
As an MLM or Senior GL you are responsible for managing day to day operations for the aligned queues/ process. The primary focus is on meeting 100% productivity and quality SLAs requirement.
You support SDL in ensuring zero loss of delivery due to delivery issues and ensure Time on Floor & adherence to floor policies by team members (floor governance)
In non-voice business, the median ratio (1 MLM: number of FLM/ Senior FLM) is 7-8 (FTE is 56+)
- Responsible for managing team of Production Specialist and FLMs reporting directly to them
- Support service delivery teams – onsite/offsite client location - in process stabilization
- Control CPM performance through DMAIC/Six sigma/Application of Quality tools as applicable
- Service Delivery efficiency, Knowledge Management
- Process standardization in the account or the LOB Domain that he/she is aligned to
- Key driver for achievement of revenue and margins- internal & external reporting
- Coach and counsel, the FLM's/span and provide guidance to them on way forward, meeting client requirement, client metrics, process improvement
- Work with multiple functions within organization i.e., Finance, HR, FMG etc. and work along to resolve any team issues
Languages: English
Nationality: Indian
Delivery Location: Hyderabad (WFO)
Source: Wipro careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Wipro is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam K... Read More
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