DOMAIN CONSULTANT L4
Role Purpose
The role incumbent is focused on implementation of roadmaps for business process analysis, data analysis, diagnosis of gaps, business requirements & functional definitions, best practices application, meeting facilitation, and contributes to project planning. Consultants are expected to contribute to solution building for the client & practice. The role holder can handle higher scale and complexity compared to a Consultant profile and is more proactive in client interactions.
Do
- Assumes responsibilities as the main client contact leading engagement w/ 10-20% support from Consulting & Client Partners.
- Develops, assesses, and validates a client’s business strategy, including industry and competitive positioning and strategic direction
- Develops solutions and services to suit client’s business strategy
- Estimates scope and liability for delivery of the end product/solution
- Seeks opportunities to develop revenue in existing and new areas
- Leads an engagement and oversees others’ contributions at a customer end, such that customer expectations are met or exceeded.
- Drives Proposal creation and presales activities for the engagement; new accounts
- Contributes towards the development of practice policies, procedures, frameworks etc.
- Guides less experienced team members in delivering solutions.
- Leads efforts towards building go-to-market/ off the shelf / point solutions and process smethodologies for reuse
- Creates reusable IP from managed projects
CONSULTANT – TECH & IMPL L1
Role Purpose
Consultants are expected to complete specific tasks as part of a consulting project with minimal supervision. They will start to build a core areas of expertise and will contribute to client projects typically involving in-depth analysis, research, supporting solution development and being a successful communicator. The Consultant must achieve high personal billability.
Do
Consulting Execution
• An ambassador for the Wipro tenets and values
• Work stream leader or equivalent and coordinates small teams
• Receives great feedback from the client
• Client focused and tenacious in approach to solving client issues and achieving client objectives
• Organises work competently and ensures timeliness and quality of deliverables
• Has well grounded understanding of best practice in given area and industry knowledge, and can apply this under supervision
• Develops strong working relationships with team and client staff
Business development
• Ensures high levels of individual utilisation achievement in line with the levels expected as part of the goal setting process
• Sells self by creating extensions to current assignments and demand on new assignments based on track record and reputation
• Understands Wipro’s core service and consulting offering
• Builds relationships with client peers and provides required intelligence/insights to solve clients business problems
• Identifies sales leads and extension opportunities
• Anchors market research activities in chosen area of work
Thought Leadership
• Develops insight into chosen industry and technology trends
• Contributes to team thought leadership
• Ensures a track record is written up of own assignment and, where appropriate, ensures it is written up as a case study
Contribution to Practice/Wipro
• Continually delivers all Wipro admin in a timely manner (timesheets, appraisals expenses, etc.,)
• Demonstrates contribution to internal initiatives
• Contributes to the IP and knowledge management of Wipro and GCG and ensures its availability on the central knowledge management repository or Wipro and GCG
• Leverages tools, methods, assets, information sources, and IP available within the knowledge management platform
• Engages with other consulting and delivery teams to enhance collaboration and growth and is part of the Wipro ‘Communities’ activities
• Proactively participates in initiatives and suggests ideas for practice development
• Makes use of common methods and tools which are proven to work
• Develops process assets and other reusable artefacts based on learnings from projects
• Proactively participates in and suggests ideas for practice development initiatives
• Shares knowledge within the team and networks effectively with SMEs to bolster understanding and build skills
Deliver
| Strategic Objectives | Parameter Description |
Measure (Select relevant measures/ modify measures after speaking to your Manager) |
| Deliver growth in consulting revenues | • Support business performance for direct consulting against relevant quarterly/annual targets • Improve quality of consulting by flawless delivery of transformation engagements |
• % of Personal Utilisation Achievement (against target) • No. of RFI/RFPs responses supported • No. of transformation engagements delivered • No. of referenceable clients, testimonials • Average CSAT, PCSAT across projects |
| Generate Impact | • Enable pull through business/ impact for Wipro through front end consulting engagements/deal pursuit/client relationships | • Number and value of downstream opportunities identified for GCG and larger Wipro |
| Grow market positioning | • Lead/actively contribute to the development of thought leadership/offerings/assets for the practice to support business growth | • Eminence and thought leadership demonstrated through content, citations and testimonials • Contributions to white papers/POVs/assets such as Repeatable IP, Frameworks & Methods • Number of ideas generated and active contribution to the development of new consulting offerings/solutions/assets |
| Provide consulting leadership to accounts | • Support GCG Account Lead/Account team to grow consulting service portfolio | • Number & $ value of consulting deals in the account supported |
| Grow the consulting talent | • Grow skills and capabilities to deliver consulting engagements in new industries, business themes, frameworks, technologies | • Self Development – Min 32 hrs on training in a year. Combination of online and classroom on new industries, new business themes, new technologies, new frameworks, etc. |
| Build the consulting community | • Individual contribution to People Development and Collaboration Effectiveness | • Distinct participation in and demonstration of: • Collaboration across GCG – through the contribution to cross-practice offerings, sharing of best practices/industrial/technological expertise, consulting community initiatives • Knowledge Management – Number of Assets owned and contributed to Consulting Central |
CONSULTANT – TECH & IMPL L1
Role Purpose
Consultants are expected to complete specific tasks as part of a consulting project with minimal supervision. They will start to build a core areas of expertise and will contribute to client projects typically involving in-depth analysis, research, supporting solution development and being a successful communicator. The Consultant must achieve high personal billability.
Do
Consulting Execution
• An ambassador for the Wipro tenets and values
• Work stream leader or equivalent and coordinates small teams
• Receives great feedback from the client
• Client focused and tenacious in approach to solving client issues and achieving client objectives
• Organises work competently and ensures timeliness and quality of deliverables
• Has well grounded understanding of best practice in given area and industry knowledge, and can apply this under supervision
• Develops strong working relationships with team and client staff
Business development
• Ensures high levels of individual utilisation achievement in line with the levels expected as part of the goal setting process
• Sells self by creating extensions to current assignments and demand on new assignments based on track record and reputation
• Understands Wipro’s core service and consulting offering
• Builds relationships with client peers and provides required intelligence/insights to solve clients business problems
• Identifies sales leads and extension opportunities
• Anchors market research activities in chosen area of work
Thought Leadership
• Develops insight into chosen industry and technology trends
• Contributes to team thought leadership
• Ensures a track record is written up of own assignment and, where appropriate, ensures it is written up as a case study
Contribution to Practice/Wipro
• Continually delivers all Wipro admin in a timely manner (timesheets, appraisals expenses, etc.,)
• Demonstrates contribution to internal initiatives
• Contributes to the IP and knowledge management of Wipro and GCG and ensures its availability on the central knowledge management repository or Wipro and GCG
• Leverages tools, methods, assets, information sources, and IP available within the knowledge management platform
• Engages with other consulting and delivery teams to enhance collaboration and growth and is part of the Wipro ‘Communities’ activities
• Proactively participates in initiatives and suggests ideas for practice development
• Makes use of common methods and tools which are proven to work
• Develops process assets and other reusable artefacts based on learnings from projects
• Proactively participates in and suggests ideas for practice development initiatives
• Shares knowledge within the team and networks effectively with SMEs to bolster understanding and build skills
Deliver
| Strategic Objectives | Parameter Description |
Measure (Select relevant measures/ modify measures after speaking to your Manager) |
| Deliver growth in consulting revenues | • Support business performance for direct consulting against relevant quarterly/annual targets • Improve quality of consulting by flawless delivery of transformation engagements |
• % of Personal Utilisation Achievement (against target) • No. of RFI/RFPs responses supported • No. of transformation engagements delivered • No. of referenceable clients, testimonials • Average CSAT, PCSAT across projects |
| Generate Impact | • Enable pull through business/ impact for Wipro through front end consulting engagements/deal pursuit/client relationships | • Number and value of downstream opportunities identified for GCG and larger Wipro |
| Grow market positioning | • Lead/actively contribute to the development of thought leadership/offerings/assets for the practice to support business growth | • Eminence and thought leadership demonstrated through content, citations and testimonials • Contributions to white papers/POVs/assets such as Repeatable IP, Frameworks & Methods • Number of ideas generated and active contribution to the development of new consulting offerings/solutions/assets |
| Provide consulting leadership to accounts | • Support GCG Account Lead/Account team to grow consulting service portfolio | • Number & $ value of consulting deals in the account supported |
| Grow the consulting talent | • Grow skills and capabilities to deliver consulting engagements in new industries, business themes, frameworks, technologies | • Self Development – Min 32 hrs on training in a year. Combination of online and classroom on new industries, new business themes, new technologies, new frameworks, etc. |
| Build the consulting community | • Individual contribution to People Development and Collaboration Effectiveness | • Distinct participation in and demonstration of: • Collaboration across GCG – through the contribution to cross-practice offerings, sharing of best practices/industrial/technological expertise, consulting community initiatives • Knowledge Management – Number of Assets owned and contributed to Consulting Central |
ACCOUNT DELIVERY HEAD (ADH) L4
Role Purpose
The purpose of the role is to drive and improve delivery for mega-gamma/ key growth accounts by providing innovative solutions through automation and next generation technologies, ensuring right talent supply chain to enhance customer satisfaction and lead organic growth.
Do
- Delivery Management
- Ensure seamless delivery of projects in a Mega – Gamma/ Key Growth Account
- Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement
- Ensure 100% compliance to Project SLA’s, information security protocols etc (all customer’s contractual obligations)
- Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA
- Ensure adherence to program/ project charter in terms of schedule, quality, efforts and cost
- Drive account health across projects by conducting periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations
- Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the account/ project requirement
- Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes
- Collaborate and influence internal key stakeholders to ensure fulfillment, technology support and flawless delivery of projects
- Ensure seamless delivery of projects in a Mega – Gamma/ Key Growth Account
- Client Relationship Management
- Engage with client to opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients and enhance share of business
- Conduct regular customer connects (meetings/ visits/ video-conference) and Management Review Meetings (MRM) with client management/engagement managers to understand customer’s current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation
- Identify and close early warnings on a project to avoid any customer escalations
- Plan and conduct Quarterly Business Reviews (QBR) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account
- Design, monitor and share account performance dashboards/ reports with the clients periodically
- Drive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in customer organization
- Share Wipro’s capability and initiatives that may support/ fulfill customer’s needs
- Delivery governance across the accounts/ projects
- Review MIS and reports to monitor and track overall project/ account delivery management
- Conduct periodic reviews with the team (DM’s/PM’s) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects
- Resolve project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
- Review and monitor revenue allocations/ realization to avoid OB revenue leakage
- Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at an account level during reviews highlighting any critical project escalations and potential risks
- Enable revenue growth of an account within a vertical
- Identify opportunities for deployment of new technology, growth solutions and services in the account by bringing SL practices/ other capabilities for client solutioning
- Engage with existing customers to identify new business opportunities and increase the existing portfolio for an account by providing relevant solutions in order to increase delivery driven revenue
- Support pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an account
- Support sales team with acquisition and traction of new deals by understanding the customer needs thereby ensuring higher conversion rate
- Operational Excellence
- Automation Focus
- Drive automation charter and related initiatives in an account
- Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customer’s business forward
- Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery
- Innovation Focus
- Deploy new ways of working (Agile, DevOps etc) on the projects to improve quality, delivery speed and productivity parameters
- Drive value adds and BVMs; showcase them to customer in MRM & QBR to drive growth
- Plan for periodic idea campaign at account level and share the top ideas with customer during MRM / QBR
- Drive and deploy Knowledge Management across the account
- Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within an account
- Deploy the Wipro’s knowledge management portal across the account and monitor & track trainings
- Automation Focus
- Capability Development and Talent Pipeline Creation
- Demand forecasting in line with business requirements
- Spearhead quarterly demand forecasting and resource planning aligned to requirements of the account/ projects
- Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team
- Lead upskilling initiatives across the account
- Prioritize and identify essential skills required across accounts/ projects to facilitate and drive right supply chain across the account
- Partner with competency group and talent transformation team to drive upskilling initiatives within an account
- Support workforce transformation team to identify and deploy multi-skilling upgradation model for all account employees
- Drive towards 100% mandatory training compliance for the target population within an account
- Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations
- Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBP
- Fresher engagement program
- Ensure a stable arrangement and assimilation of rookie within an account in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc)
- Demand forecasting in line with business requirements
ACCOUNT DELIVERY HEAD (ADH) L4
Role Purpose
The purpose of the role is to drive and improve delivery for mega-gamma/ key growth accounts by providing innovative solutions through automation and next generation technologies, ensuring right talent supply chain to enhance customer satisfaction and lead organic growth.
Do
- Delivery Management
- Ensure seamless delivery of projects in a Mega – Gamma/ Key Growth Account
- Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement
- Ensure 100% compliance to Project SLA’s, information security protocols etc (all customer’s contractual obligations)
- Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA
- Ensure adherence to program/ project charter in terms of schedule, quality, efforts and cost
- Drive account health across projects by conducting periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations
- Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the account/ project requirement
- Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes
- Collaborate and influence internal key stakeholders to ensure fulfillment, technology support and flawless delivery of projects
- Ensure seamless delivery of projects in a Mega – Gamma/ Key Growth Account
- Client Relationship Management
- Engage with client to opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients and enhance share of business
- Conduct regular customer connects (meetings/ visits/ video-conference) and Management Review Meetings (MRM) with client management/engagement managers to understand customer’s current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation
- Identify and close early warnings on a project to avoid any customer escalations
- Plan and conduct Quarterly Business Reviews (QBR) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account
- Design, monitor and share account performance dashboards/ reports with the clients periodically
- Drive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in customer organization
- Share Wipro’s capability and initiatives that may support/ fulfill customer’s needs
- Delivery governance across the accounts/ projects
- Review MIS and reports to monitor and track overall project/ account delivery management
- Conduct periodic reviews with the team (DM’s/PM’s) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects
- Resolve project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
- Review and monitor revenue allocations/ realization to avoid OB revenue leakage
- Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at an account level during reviews highlighting any critical project escalations and potential risks
- Enable revenue growth of an account within a vertical
- Identify opportunities for deployment of new technology, growth solutions and services in the account by bringing SL practices/ other capabilities for client solutioning
- Engage with existing customers to identify new business opportunities and increase the existing portfolio for an account by providing relevant solutions in order to increase delivery driven revenue
- Support pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an account
- Support sales team with acquisition and traction of new deals by understanding the customer needs thereby ensuring higher conversion rate
- Operational Excellence
- Automation Focus
- Drive automation charter and related initiatives in an account
- Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customer’s business forward
- Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery
- Innovation Focus
- Deploy new ways of working (Agile, DevOps etc) on the projects to improve quality, delivery speed and productivity parameters
- Drive value adds and BVMs; showcase them to customer in MRM & QBR to drive growth
- Plan for periodic idea campaign at account level and share the top ideas with customer during MRM / QBR
- Drive and deploy Knowledge Management across the account
- Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within an account
- Deploy the Wipro’s knowledge management portal across the account and monitor & track trainings
- Automation Focus
- Capability Development and Talent Pipeline Creation
- Demand forecasting in line with business requirements
- Spearhead quarterly demand forecasting and resource planning aligned to requirements of the account/ projects
- Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team
- Lead upskilling initiatives across the account
- Prioritize and identify essential skills required across accounts/ projects to facilitate and drive right supply chain across the account
- Partner with competency group and talent transformation team to drive upskilling initiatives within an account
- Support workforce transformation team to identify and deploy multi-skilling upgradation model for all account employees
- Drive towards 100% mandatory training compliance for the target population within an account
- Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations
- Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBP
- Fresher engagement program
- Ensure a stable arrangement and assimilation of rookie within an account in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc)
- Demand forecasting in line with business requirements
TECHNO FUNCTIONAL CONSULTANT L4
Role Purpose
The purpose of this role is to provide solutions and bridge the gap between technology and business know-how to deliver any client solution
Do
1. Bridging the gap between project and support teams through techno-functional expertise
- For a new business implementation project, drive the end to end process from business requirement management to integration & configuration and production deployment
- Check the feasibility of the new change requirements and provide optimal solution to the client with clear timelines
- Provide techno-functional solution support for all the new business implementations while building the entire system from the scratch
- Support the solutioning team from architectural design, coding, testing and implementation
- Understand the functional design as well as technical design and architecture to be implemented on the ERP system
- Customize, extend, modify, localize or integrate to the existing product by virtue of coding, testing & production
- Implement the business processes, requirements and the underlying ERP technology to translate them into ERP solutions
- Write code as per the developmental standards to decide upon the implementation methodology
- Provide product support and maintenance to the clients for a specific ERP solution and resolve the day to day queries/ technical problems which may arise
- Create and deploy automation tools/ solutions to ensure process optimization and increase in efficiency
- Sink between technical and functional requirements of the project and provide solutioning/ advise to the client or internal teams accordingly
- Support on-site manager with the necessary details wrt any change and off-site support
2. Skill upgradation and competency building
- Clear wipro exams and internal certifications from time to time to upgrade the skills
- Attend trainings, seminars to sharpen the knowledge in functional/ technical domain
- Write papers, articles, case studies and publish them on the intranet
Deliver
| No. | Performance Parameter | Measure |
| 1. | Contribution to customer projects | Quality, SLA, ETA, no. of tickets resolved, problem solved, # of change requests implemented, zero customer escalation, CSAT |
| 2. | Automation | Process optimization, reduction in process/ steps, reduction in no. of tickets raised |
| 3. | Skill upgradation | # of trainings & certifications completed, # of papers, articles written in a quarter |
DEVELOPER L4
Role Purpose
The purpose of this role is to design, test and maintain software programs for operating systems or applications which needs to be deployed at a client end and ensure its meet 100% quality assurance parameters
Do
1. Instrumental in understanding the requirements and design of the product/ software
- Develop software solutions by studying information needs, studying systems flow, data usage and work processes
- Investigating problem areas followed by the software development life cycle
- Facilitate root cause analysis of the system issues and problem statement
- Identify ideas to improve system performance and impact availability
- Analyze client requirements and convert requirements to feasible design
- Collaborate with functional teams or systems analysts who carry out the detailed investigation into software requirements
- Conferring with project managers to obtain information on software capabilities
2. Perform coding and ensure optimal software/ module development
- Determine operational feasibility by evaluating analysis, problem definition, requirements, software development and proposed software
- Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases
- Modifying software to fix errors, adapt it to new hardware, improve its performance, or upgrade interfaces.
- Analyzing information to recommend and plan the installation of new systems or modifications of an existing system
- Ensuring that code is error free or has no bugs and test failure
- Preparing reports on programming project specifications, activities and status
- Ensure all the codes are raised as per the norm defined for project / program / account with clear description and replication patterns
- Compile timely, comprehensive and accurate documentation and reports as requested
- Coordinating with the team on daily project status and progress and documenting it
- Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders
3. Status Reporting and Customer Focus on an ongoing basis with respect to project and its execution
- Capturing all the requirements and clarifications from the client for better quality work
- Taking feedback on the regular basis to ensure smooth and on time delivery
- Participating in continuing education and training to remain current on best practices, learn new programming languages, and better assist other team members.
- Consulting with engineering staff to evaluate software-hardware interfaces and develop specifications and performance requirements
- Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
- Documenting very necessary details and reports in a formal way for proper understanding of software from client proposal to implementation
- Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
- Timely Response to customer requests and no instances of complaints either internally or externally
Deliver
| No. | Performance Parameter | Measure |
| 1. | Continuous Integration, Deployment & Monitoring of Software | 100% error free on boarding & implementation, throughput %, Adherence to the schedule/ release plan |
| 2. | Quality & CSAT | On-Time Delivery, Manage software, Troubleshoot queries, Customer experience, completion of assigned certifications for skill upgradation |
| 3. | MIS & Reporting | 100% on time MIS & report generation |
PRODUCTION AGENT L1
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
Do
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
PRODUCTION AGENT L1
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
Do
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
PRODUCTION SPECIALIST L2
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.
Do
-
Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
-
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
-
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |