Job Title: Special Ops Lead
City: Hyderabad
State/Province: Telangana
Posting Start Date: 9/5/26
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.
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
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Do
Support process by managing transactions as per required quality standards
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLAâÃÂÃÂs defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customersâÃÂàand clientsâÃÂàbusiness
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks
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Deliver
No Performance Parameter Measure
1 Process No. 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, No of technical training completed
Roles and Responsibility
Responsible for managing team of Production Specialist and FLMs reporting directly to them
Drive performance for his team and ensure that all client metrics are met as per the SLA
Support service delivery teams – onsite/offsite client location - in process stabilization
Control CPM performance through DMAIC/Six sigma/Application of Quality tools as applicable
Service Delivery efficiency, Knowledge Management
Process standardization in Google account or the LOB Domain that he/she is aligned to
Key driver for achievement of revenue and margins- internal & external reporting
Coach and counsel the FLM's/span and provide guidance to them on way forward, meeting client requirement, client metrics, process improvement
Work with multiple functions within organization i.e. Finance, HR, FMG etc. and work along to resolve any team issues
Must Have
Should have managed a large span of associates preferably in Data Annotation workflow.
Client Exposure
Critical Thinking
Efficient in managing multiple high stake projects
Operating procedures
Service Levels
Process metrics
Coaching Skils
Eye for detail
People Management and Performance Managment
Analytical Reasoning
MIS awareness
Escalation guideline.
Regulatory requirements
Proficient with MS Office (Word, Excel, PowerPoint)
Behavioral Skills and Attributes
- Has the ability to filter, prioritize, analyze and validate potentially complex and dynamic problem
- High analytical skills
- Lean Certification or Six Sigma certification would be added advantage, but not mandatory
- May or should have information on internet or social networking products or services
- Good communications skills and written skills
- Excellent knowledge of Service Delivery in a voice/semi voice process
- Well versed with Microsoft applications, specially excel and power point
- The job will require fairly high amount of work in shift environment as per requirement .
- Sharp Eye for Detail: Ability to spot tiny errors in video sequences that others might miss, such as a label being off by a single frame.
- Logical Thinking: Strong ability to analyze a complex situation and explain clearly why a specific action was the right one to take.
- Leadership Experience: Proven track record of managing people in a fast-paced environment and meeting high-quality targets.
- Spatial Awareness: Ability to accurately link written labels to specific objects and locations within a moving video.
- Lead by Example: Expected to lead by example by auditing cases and demonstrating how an ideal case should be audited/processed.
Mandatory Skills: Geographic Information Systems(Maps) .
Experience: 5-8 Years .
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.
