Role Purpose
The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk. Do
To support the service desk agents in prompt delivery & customer service: Advise and collaborate with the agents on current issues and works toward the resolution of tickets. Manage and coordinate escalated work orders from the Service Desk team that requires additional troubleshooting and follow-up. Coordinate with other IT teams as appropriate for closure of any escalated ticket. Act as a liaison between Service Desk and other teams to ensure effective communication between teams. To provide liaison and governance at both internal & client levels: Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations. Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets. Lead in the development of good customer service practices across the service desk. Produce statistics and management reports of the service desk to client & management. Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines. Capacity planning and capability development: Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment. Conduct shift planning to meet the service requirements of the client as per SLAs agreed. Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk. Assist SD agents by providing first line support when workloads are high, or where additional experience is required. Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. Team Management
Resourcing
Forecast talent requirements as per the current and future business needs. Hire adequate and right resources for the team. Train direct reportees to make right recruitment and selection decisions. Talent Management
Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness. Build an internal talent pool of HiPos and ensure their career progression within the organization. Promote diversity in leadership positions. Performance Management
Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. In case of performance issues, take necessary action with zero tolerance for ‘will’ based performance issues. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below. Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team. Track team satisfaction scores and identify initiatives to build engagement within the team. Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team. Exercise employee recognition and appreciation. Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Location Head – Service Desk Regular reporting & updates. V&A Trainers For regular coordination on the V&A skills of the SD team. Operations/ Business teams Review of SD delivery performance, issue alerts and mitigation, capacity planning etc. External
Clients Service Desk Delivery as per process, performance data and metrics, process training etc. Competencies Required
Functional Competencies/ Skill: Domain knowledge – Knowledge of customer processes, performance metrics etc. -Expert. Functional knowledge – Knowledge of Service delivery processes and management, key performance parameters for Service Delivery performance etc. -Expert. Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert
Applies the competency in all situations and is serves as a guide to others as well. Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. Behavioral Competencies
Formulation & Prioritization. Managing Complexity. Client centricity. Execution Excellence. Passion for Results. Team Management. Stakeholder Management. Deliver
No.
Performance Parameter
Measure
1. Adherence to SoW. Adherence to TAT, SLA as per SoW. Minimal Escalation. 2. Resolution Log Management. Ensuring timely & error-free updation, record management. Timely closure of queries. Customer experience/ CSAT. 3. Capability Building & Team Management. % trained on new age skills, Team attrition %, Employee satisfaction score (ESAT).
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The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk. Do
To support the service desk agents in prompt delivery & customer service: Advise and collaborate with the agents on current issues and works toward the resolution of tickets. Manage and coordinate escalated work orders from the Service Desk team that requires additional troubleshooting and follow-up. Coordinate with other IT teams as appropriate for closure of any escalated ticket. Act as a liaison between Service Desk and other teams to ensure effective communication between teams. To provide liaison and governance at both internal & client levels: Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations. Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets. Lead in the development of good customer service practices across the service desk. Produce statistics and management reports of the service desk to client & management. Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines. Capacity planning and capability development: Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment. Conduct shift planning to meet the service requirements of the client as per SLAs agreed. Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk. Assist SD agents by providing first line support when workloads are high, or where additional experience is required. Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. Team Management
Resourcing
Forecast talent requirements as per the current and future business needs. Hire adequate and right resources for the team. Train direct reportees to make right recruitment and selection decisions. Talent Management
Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness. Build an internal talent pool of HiPos and ensure their career progression within the organization. Promote diversity in leadership positions. Performance Management
Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. In case of performance issues, take necessary action with zero tolerance for ‘will’ based performance issues. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below. Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team. Track team satisfaction scores and identify initiatives to build engagement within the team. Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team. Exercise employee recognition and appreciation. Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Location Head – Service Desk Regular reporting & updates. V&A Trainers For regular coordination on the V&A skills of the SD team. Operations/ Business teams Review of SD delivery performance, issue alerts and mitigation, capacity planning etc. External
Clients Service Desk Delivery as per process, performance data and metrics, process training etc. Competencies Required
Functional Competencies/ Skill: Domain knowledge – Knowledge of customer processes, performance metrics etc. -Expert. Functional knowledge – Knowledge of Service delivery processes and management, key performance parameters for Service Delivery performance etc. -Expert. Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert
Applies the competency in all situations and is serves as a guide to others as well. Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. Behavioral Competencies
Formulation & Prioritization. Managing Complexity. Client centricity. Execution Excellence. Passion for Results. Team Management. Stakeholder Management. Deliver
No.
Performance Parameter
Measure
1. Adherence to SoW. Adherence to TAT, SLA as per SoW. Minimal Escalation. 2. Resolution Log Management. Ensuring timely & error-free updation, record management. Timely closure of queries. Customer experience/ CSAT. 3. Capability Building & Team Management. % trained on new age skills, Team attrition %, Employee satisfaction score (ESAT).
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