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Group Lead-Ops

Wipro

5 - 10 years

Hyderabad

Posted: 21/06/2025

Job Description

Responsible for managing the performance for the team of Production Specialist.

Responsible for responding back to the client and internal stakeholders in an efficient and professional manner.

Handles and resolves customer complaints- identify and escalate priority issues.

Build a strong personal customer rapport and establish engagement to drive positive customer experience.
 
Ensures compliance with all company and departmental policies, procedures, and guidelines

Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization

Data Analysis - Analyzing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports

Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attritio

Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement

Should have at least 18 months of Experience in Geographical Information System and exposure to Geographical Information System (GIS) knowledge

Experience working in a QA as Service business unit in BPS

Excellent Communication Skills (Verbal & Written)

Good Analytical and Multitasking Skill

Customer Service Oriented attitude with focus on soft skills.

Job Description

Do:

 

  1. Management of daily activities of a team 
  2. Experience in Data Analyst experience 
  3. Ensures achievement of all system, team and individual Customer Service goals and standards 
  4. Manages Key performance indicators 
  5. Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities 
  6. Responsible for administrative aspects including reporting 
  7. Superior communication (oral, written), presentation, and interpersonal skills 
  8. Demonstrated ability to develop and implement process enhancements including technology and performance 
  9. Ability to plan, prioritize, organize and communicate with client
  10. Proficiency in , Work-force management applications, Quality tools and technologies, 
  11. Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations.
  12. •Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors 
  13. To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads 
  14. Coordinate with delivery managers and the L&D POC to plan sessions 
  15. Drive completion by following with respective leads and managers

͏Group Lead-Ops

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Responsible for managing the performance for the team of Production Specialist

Responsible for responding back to the client and internal stakeholders in an efficient and professional manner

Handle and resolves customer complaints- identify and escalate priority issues

Build a strong personal customer rapport and establish engagement to drive positive customer experience
 
Ensures compliance with all company and departmental policies, procedures, and guidelines

Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization

Data Analysis - Analyzing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports

Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition

Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement

Should have at least 18 months of Experience in Geographical Information System and exposure to Geographical Information System (GIS) knowledge

Experience working in a QA as Service business unit in BPS

Excellent Communication Skills (Verbal & Written)

Good Analytical and Multitasking Skill

Customer Service Oriented attitude with focus on soft skills.

About Company

Wipro Limited is a global information technology, consulting, and business process services company based in India. Founded in 1945, Wipro provides a wide range of services, including software development, IT infrastructure management, and business consulting. The company serves various industries, such as banking, healthcare, and manufacturing, and is known for its focus on innovation and sustainability. With a presence in over 50 countries, Wipro is recognized for its commitment to quality and customer satisfaction.

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