MIS

Job description:

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
 

͏

PRINCIPAL RESPONSIBILITIES:

• Provide support to Operational Leadership teams, Clients in a day to day basis, ensuring the reporting of all metrics and KPIs
• Create and maintain Operational Real Time applications, e.g., WFM/RTA tools
• Client Interaction as and when required
• Process Change Control & Development
• Making/Publishing real time/Historical data/reports available to the operation team
• Performs other task/duties assigned by the process head/SDL
• Work on any ad hoc responsibility given by process head in order to assist operations

͏

SKILLS REQUIRED:

• Excellent communication (both written and spoken) High proficiency in Microsoft Excel and other MS office application
• Knowledgeable in VB/VBA and Power BI
• Excellent Power apps and Power Automation knowledge
• Leading by example and ability to handle stressful situation
• Problem solving skills & Tech-savvy
• Ability to coordinate with Operations Managers for planning of staffing, capacity utilization, seating
• Good statistical, analytical and reporting skills
• Knowledgeable in call arrival patterns in call center environment in order to develop staffing requirements, rosters
• Knowledge in other WFM activities including Intraday Planning, Forecasting Shrinkage
• Scripting skills and database knowledge should be an added advantage.

͏

Qualifications:

• Bachelor's Degree
• Power BI, Excel proficiency writing Macros
• 1- 4 years relevant experience preferred

͏ Deliver
 NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

 

Mandatory Skills: Prod Quality &Complaint Mgt.(Med Device)
.

 

Experience: 1-3 Years
.

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

---