WIPRO IS HIRING FOR MANAGEMENT TRAINEE

Job Title: Management Trainee
Location: Gurugram, India
Department: DOP
Job Code: 3078087

Job Description:

Role Purpose:
The role is aimed at providing efficient technical support to the process, resolving client issues promptly either directly or by timely escalation to meet process SLAs.

Responsibilities:

1. Manage transactions to required quality standards, supporting the process effectively.
2. Handle all incoming client help requests via telephone and/or email courteously.
3. Document all relevant end user information and problem details.
4. Maintain availability status in the RAVE system for process productivity.
5. Record, track, and document all queries received along with problem-solving steps and resolutions.
6. Adhere to standard processes and procedures to address client queries.
7. Resolve client queries within defined SLAs.
8. Access and utilize internal knowledge bases and resources for effective problem resolution.
9. Learn and understand product details for better client interaction and troubleshooting.
10. Analyze call logs to identify recurring trends for proactive problem prevention.
11. Update self-help documents for customers to expedite resolution time.
12. Identify and escalate serious client issues to Team Leader if resolution is delayed.
13. Ensure all necessary product information and disclosures are provided to clients.
14. Deliver excellent customer service through effective diagnosis and troubleshooting.
15. Assist clients in navigating product menus and understanding features.
16. Maintain logs and records of all customer queries.
17. Accurately process all incoming calls and emails using designated tracking software.
18. Provide alternative solutions to clients where appropriate to retain business.
19. Communicate effectively in various situations and with different stakeholders.
20. Follow up with customers for feedback and compliance to SLAs.
21. Build operational excellence and maintain superior customer service levels.
22. Undertake product trainings to stay updated with features and changes.
23. Enroll in client-required/product-specific trainings.
24. Collaborate with team leaders to identify training needs and issues.
25. Update job knowledge through self-learning opportunities and networking.

Stakeholder Interaction:

Internal:

• Team Leaders: Performance review
• HR: Hiring, employee engagement, and retention
• Training Team: Capability development
• Technical Lead: Training, issue escalation/resolution

External:

• Client: Query resolution

Competencies:

Functional Competencies/Skills:

• Process Knowledge: Foundation to Competent

Behavioral Competencies:

• Collaborative working
• Problem solving and decision making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

Performance Parameters:

1. Process:
   • Number 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
   • Number of technical training completed

Apply Now: Wipro Hiring for Management Trainees