Job Title: Analyst - Customer Support
City: Bengaluru
State/Province: Karnataka
Posting Start Date: 8/5/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Responsibility : -
Role Definition : The role of a CCOD Lead is to ensure accuracy of daily reporting of SLAs and to ensure proper coordination with internal customers for daily operations
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Roles and Responsibilities :
⢠Managing a team of RTA personnel engaged in supporting various queues
⢠Should be able to independently work on MS EXCEL to create reports for Management
⢠Independently handle, assist the agents to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customerâÂÂs needs
⢠Motivating associates through effective management, career development & implementation of reporting mechanisms
⢠Liaison with Internal partners (WFM / FMG / Transport) to achieve objectives such as Forecasting, Resolving FMG & Transport Issues
⢠Analysis of daily reports like SL, AHT and find causes of variance
⢠Identifying the needs of different PLs with respect to Seat management, Headset Management, Systems & Laptops
⢠Manage attendance & attendance incentive for the team.
⢠Mentor and assist RTAs for growth
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Education : Graduate
Knowledge :
a. Strong interpersonal skills and ability to influence.
b. Mentoring and Counseling the team
c. Must possess good communication skills
d. Good analytical and problem solving skills
e. Should have worked in multicultural environment and teams.
f. Ability to work and communicate with people across organizational units and geographies
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Experience :
a. Min 1 - 2 years of experience.
b. Should have a valid passport & should be willing to travel abroad at a short notice
c. Should be willing to relocate in a foreign location, if required
d. Transition background would be preferred
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Behavioral Skills and Attributes :
Assertive Communication
Conflict Resolution Mindset
Able to balance work and life
Good Time Management
Self-improvement Mindset
Good Stress Management/Resilience
Patience
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions.
Applications from people with disabilities are explicitly welcome.
