Senior Service Manager

Role Overview: You will be responsible for managing the daily activities of a team and ensuring the achievement of all system, team, and individual Customer Service goals and standards. Your role will involve managing key performance indicators, maintaining complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities. Additionally, you will be in charge of administrative aspects including reporting and driving process enhancements. Key Responsibilities: - Management of daily activities of a team - Experience in Data Analyst experience - Ensuring achievement of all system, team, and individual Customer Service goals and standards - Managing key performance indicators - Maintaining complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities - Responsible for administrative aspects including reporting - Demonstrating superior communication (oral, written), presentation, and interpersonal skills - Developing and implementing process enhancements including technology and performance - Planning, prioritizing, organizing, and communicating with clients - Proficiency in Work-force management applications, Quality tools, and technologies - Setting goals and managing escalations - Ensuring 100% Error Feedback for Critical, Major, and Minor Errors to be shared by all mentors - Ensuring Quality Scores are met at all times for the workflows mapped to the respective OJT Leads - Coordinating with delivery managers and the L&D POC to plan sessions - Driving completion by following up with respective leads and managers Qualifications Required: - Health and Welfare (HW) experience - Experience: 5-8 Years In addition to the above responsibilities and qualifications, Wipro Limited is a leading technology services and consulting company with over 230,000 employees and business partners across 65 countries. They are focused on building innovative solutions to address clients" most complex digital transformation needs. Wipro aims to help clients realize their boldest ambitions and build future-ready, sustainable businesses. Join a business powered by purpose and a place that empowers you to design your own reinvention at Wipro. Realize your ambitions and be a part of a modern Wipro that is constantly evolving to meet the changing world around us. Applications from people with disabilities are explicitly welcome.,