This job is for our client, a leading global information technology, consulting and business process services company. They harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help their clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, they have a dedicated workforce of overserving clients across six continents.

Find out more about them: https://www.wipro.com/

Responsibilities:

• Manage a team of Service Desk Analysts providing support across multiple countries.
• Responsible for Service Levels – ASA, Abandon, FCR etc.
• Responsible for Floor Discipline as per Floor Policy
• Required to study the Due Diligence / transition documents and gain understanding of customer business
• Will be involved in resource / volume ramp-up plan/ backfilling resources planned for rotation and resignation cases
• Tracking Performance of individual Projects within the delivery
• Participate / presenting Service Desk performance in client and internal reviews
• Monitoring queues to ensure SLA adherence
• Ensuring customer satisfaction is met while ensuring adherence to process compliance. 
• Publish Daily, Weekly and Monthly reports on team productivity
• Publishing dashboards to customer
• Knowledge Management
• Contribute to KM activities – create / edit SOP’s based on any changes in the Support environment
• Coordinate with SQA, KM and Customer for KB update sign-off as applicable
• Initiate and own Service Improvement Plans / Continuous Improvement Plans / Lean / Six Sigma projects
• Working with SQA team to comply on ISO standards
• Follow quality / security process defined for the engagement
• Liaison with other areas of the company affecting the SD team operations, one on One Relationship mgmt.
• Working with Quality Analyst, SMEs / L2 to understand agent development issues and develop individual + group training plans.
• Constant watch on SLA / KPI performance of entire team as well as individuals; coach people to improve service levels