Wipro BPO
3 weeks ago
Service Delivery Manager
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Company information
- Company
- Wipro BPO
- Location
- India, Telangana, Hyderabad India
- Posted
- 3 weeks ago
Job description
- Management of daily activities of a team size of 200+ analysts
• Engages in Customer Escalations
• Ensures achievement of all system, team and individual Customer Service goals and standards
• Manages Key performance indicators
• Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
• Responsible for administrative aspects including reporting
- Superior communication (oral, written), presentation, and interpersonal skills
• Demonstrated ability to develop and implement process enhancements including technology and performance
• Ability to plan, prioritize, organize and communicate/sell effectively
• Proficiency in Work-force management applications, Quality tools and technologies
• Experienced in goal setting (defining and prioritizing specific, driving objectives)
•Responsible for Process level compliance on various standards.
•Backup for the SDL in absence
Required skills
- communication
- interpersonal skills
- technology
- organization
- reporting
- planning
- prioritization
- key performance indicators
- presentation
- service delivery manager
- performance
- quality tools
- process enhancements
- sdl
- goal setting
- customer escalations
- customer service goals
- work-force management applications
- process level compliance
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