Senior Group Leader

Position: Senior Group Leader

Wipro Band: B3

Voice/ Non-Voice: Non-Voice

Shift: 24*7 (Flexible working, might require working on weekends)

Qualification: Graduate in any stream

Certifications

Lean, Green Belt, Six Sigma certified candidates will be preferred

Principal Responsibilities:

• Handle team of supervisors (B1 & B2) who have 15 to 20 team members from general administration point of view

• Responsible for driving overall process performance on assigned KPIs and manage SLAs.
• Taking up projects for continuous process excellence and improvement. Meeting and exceeding process performance expectations
• People Management and Development
• Attending internal and external calls for strong team calibration on common goals
• Joining management in new hire process which includes driving internal referrals, taking interviews also
• Conduct R&R, Fun activities and arrange for team engagement initiatives
• Play the SPOC role to coordinate with all support functions on any requirements
• Client interactions, response to emails & RCAs, Review presentations
• Staffing & Scheduling in coordination with OPS / WFM / MIS

Critical Skills Required

• Should have managed a team of 15-25 members for a minimum of 18 months. Candidate with experience in managing bigger team for more duration will get preferred.
• Candidates with experience in managing quality team will be preferred. Candidate should have proven track of process quality and other KPI management

• Need basic knowledge of P&L, CSAT, Manpower Planning & Scheduling

• Should be a people’s person and be approachable for any issues right from frontline to all supervisors in the process
• Strong Analytical ability along with a drive on operational efficiencies
• Must have strong communication skills in English (Written and Verbal)

Languages: English (Read/Write/Speak)

Nationality: Indian

Job Location: Hyderabad, Work from office