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Process Improvement Leader

1 week ago

Ottawa, Ontario, Canada Wipro Technologies Full time

Are you looking for a challenging role that requires technical expertise and leadership skills? Do you want to work with a leading technology services and consulting company that is committed to delivering innovative solutions?

About the Company Overview

Wipro Technologies is a leading technology services and consulting company that provides end-to-end digital transformation solutions to its clients.

Our Values:

  • Deliver exceptional value to our clients
  • Empower our employees to grow and succeed
  • Drive innovation and growth through strategic partnerships

Our Ambitions:

  • To be a trusted partner for our clients
  • To drive innovation and growth through strategic partnerships
  • To empower our employees to grow and succeed

About the Role:

The Technical Lead will play a crucial role in supporting process delivery by ensuring daily performance of the Production Specialists, resolving technical escalations, and developing technical capability within the team.

Key Responsibilities:

  • Process Oversight: Ensure daily performance of the Production Specialists and review performance dashboard and the scores for the team
  • Technical Support: Provide technical support and process guidance to the team to improve performance parameters
  • Query Resolution: Resolve client queries as per the SLA's defined in the contract and ensure standard processes and procedures are followed
  • Client Communication: Develop understanding of process/product for the team members to facilitate better client interaction and troubleshooting
  • Call Log Analysis: Document and analyze call logs to spot most occurring trends to prevent future problems
  • Escalation Management: Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Product Information: Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Compliance Monitoring: Avoid legal challenges by monitoring compliance with service agreements
  • Technical Escalation: Handle technical escalations through effective diagnosis and troubleshooting of client queries
  • Training and Development: Mentor and guide Production Specialists on improving technical knowledge and collate trainings to be conducted as triage
  • Performance Metrics: Track and measure performance parameters including no. of cases resolved per day, productivity, and triages completed

Why Choose Wipro?

We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Join a business powered by purpose and a place that empowers you to design your own reinvention.