Rtr Deputy Manager

hace 2 semanas

Xico, México Wipro Limited A tiempo completo

**Job Summary**

This role is responsible for executing processes and driving team performance on key metrics. The ideal candidate will have a strong understanding of process execution and team management.

**Key Responsibilities**

  • Ensure process execution as per client contract
  • Conduct briefings before every shift to drive focus on key metrics and debrief at the end of the shift to drive focus on quality and adherence to contract compliance processes
  • Prepare notes from huddle meetings and share them with the team
  • Prepare and share performance data of the team with the client at the end of the shift
  • Interact with the client and prepare notes to share updates and changes with the team
  • Review performance on key process metrics and conduct RCA to improve quality parameters
  • Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
  • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
  • Be part of the discussion between manager and WFM team on forecast and number of agents required
  • Organize fun hours on Friday for the team to promote team engagement
  • Identify opportunities for automation within the account and share them with the manager
  • Provide details and data to the automation team to support the automation initiative
  • Drive performance of the team on identified metrics of the process
  • Review last 6-8 weeks performance data (RAG) and identify low performers
  • Provide feedback and coach the outliers/low performers to improve their performance metrics
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
  • Handhold the employees on performance on process and monitor for improvements
  • Identify training needs for new joiners especially and track their daily progress
  • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client's end
  • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
  • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
  • Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
  • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
  • Provide timely assistance in case of an escalation and support resolution of escalations/issues
  • Resourcing
  • Hire adequate and right resources for the team
  • Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition
  • Drive diversity in leadership positions
  • Performance Management
  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team
  • Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team

**Requirements**

  • Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry
  • Technical Knowledge - FLM Certification by Wipro, Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup
  • Project Management - Knowledge of project management and hands on experience in Agile methodology

**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

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