Production Agent - L1
Wipro
2 - 5 years
Hyderabad
Posted: 05/07/2025
Job Description
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
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• 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 Customer’s 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
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Must Have
- Operating procedures
- Service Levels
- Process metrics
- Proficient with MS Office (Word, Excel, PowerPoint)
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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
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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 |
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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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