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Production Agent - L1

Production Agent - L1

Wipro

1 - 4 years

2 - 5 Lacs

Hyderabad

Posted:4 days ago| Platform:

Apply

Skills Required

workforce management real time analysis technical support rta wfm operations management project management team management quality control forecasting customer service rostering training avaya cms team leading mis quality assurance

Work Mode

Work from Office

Job Type

Full Time

Job Description

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
Meeting SLA Targets, as per the defined targets

Updates himself/herself regularly with Company policies on Information Security Management System

Ensure adherence to legal & regulatory requirements as applicable to the nature of work

Ensure adherence to Customers policies and procedures

Cooperate with Compliance and Security officers with Security Investigations

Access rights compliance

Is responsible for meeting individual productivity and quality targets with focus on personal growth and development

Must Have- Operating procedures- Service Levels- Process metrics- Proficient with MS Office (Word, Excel, PowerPoint)
Behavioral Skills and Attributes- Has the ability to make judgements based on practice and previous experience- Excellent communication skills in order to provide client service- Good listener and communicator who effectively conveys information verbally and in writing- Strong interpersonal and people management skills- Strong analytical skills with an ability to solve issues with a win-win negotiation approach
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
Mandatory Skills:

Geographic Info. Systems(Car support).

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Wipro

Information Technology & Services

Bengaluru

250,000+ Employees

12244 Jobs

Key People

Thierry Delaporte

CEO & Managing Director
Jatin Dalal

Chief Financial Officer
Saurabh Govil

Chief Human Resources Officer
Ravi Venkatesan

Chairman

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Production Agent - L1