Scrum Master
hace 5 días
Job Title: Scrum Master - Process Delivery Specialist
Job Summary:
We are seeking a highly skilled Scrum Master to join our team at Wipro Limited. As a Scrum Master, you will play a critical role in supporting process delivery by ensuring daily performance of our Production Specialists, resolving technical escalations, and developing technical capability within the team.
Key Responsibilities:
- Process Delivery: Oversee and support process by reviewing daily transactions on performance parameters, ensuring standard processes and procedures are followed to resolve all client queries, and resolving client queries as per the SLA's defined in the contract.
- Technical Escalation Handling: Handle technical escalations through effective diagnosis and troubleshooting of client queries, manage and resolve technical roadblocks/escalations as per SLA and quality requirements, and provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
- Team Capability Development: Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client by mentoring and guiding Production Specialists on improving technical knowledge, collating trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist, and developing and conducting trainings (Triages) within products for production specialist as per target.
Requirements:
- Functional Competencies: Process Knowledge - Knowledge of assigned process, tools, and systems, Collaborative working, Problem solving and decision making, Attention to Detail, Execution Excellence, Stakeholder Management, Client (Internal) Centricity, and Effective Communication.
- Deliverables: Process, Team Management, and Capability development.
Performance Parameters:
- No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ESAT.
- Productivity, efficiency, absenteeism.
- Triages completed, Technical Test performance.
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