Company Name

Wipro ( Bangalore )

Job Description

• Job Description:

  To ensure smooth delivery of support processes by:

  • Monitoring daily performance of production specialists

  • Resolving technical escalations

  • Enhancing technical capabilities of the team

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  Key Responsibilities

  Process Oversight & Client Support

  • Monitor and review team performance and transaction quality

  • Analyze call/email logs to identify trends and proactively prevent issues

  • Resolve client queries within defined SLAs and compliance guidelines

  • Escalate unresolved issues to the appropriate team (TA & SES)

  • Ensure all necessary product disclosures are shared with clients

  • Maintain customer satisfaction by offering alternative solutions when needed

  Technical Troubleshooting & Escalation Management

  • Handle advanced technical queries and escalations

  • Troubleshoot customer issues in a user-friendly and professional manner

  • Conduct follow-ups to confirm resolution and gather feedback

  • Log all issues, solutions, and unresolved cases accurately

  Team Capability Development

  • Mentor team members to improve their technical knowledge

  • Identify skill gaps and organize "triage" training sessions

  • Conduct product training to keep the team updated on new features and changes

  • Participate in self-learning and knowledge-sharing initiatives

Job Details

Education Summary

Contact Details