Service Desk Team Lead with French

Wipro Romania, part of global IT and consulting leader Wipro Ltd., has grown significantly since 2007. With over 2000 employees from 21+ nationalities, it supports 50+ clients, offering a collaborative, inclusive work environment and professional growth opportunities.

The Service Desk Lead is responsible for the delivery of the team in Romania, also to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services

• Manage a team of Service Desk Analysts providing support across multiple countries.
• Responsible for Service Levels – ASA, Abandon, FCR etc.
• Responsible for Floor Discipline as per Floor Policy
• Delivery

Required to study the Due Diligence / transition documents and gain understanding of customer business

Will be involved in resource / volume ramp-up plan/ backfilling resources planned for rotation and resignation cases

Tracking Performance of individual Projects within the delivery

Participate / presenting Service Desk performance in client and internal reviews

Take spot decisions on extending shifts of the current team to meet fluctuation in call volumes

Monitoring queues to ensure SLA adherence

Ensuring customer satisfaction is met while ensuring adherence to process compliance.

• Reports / Reviews

Publish Daily, Weekly and Monthly reports on team productivity

Publishing dashboards to customer

• Knowledge Management

Contribute to KM activities – create / edit SOP's based on any changes in the Support environment

Coordinate with SQA, KM and Customer for KB update sign-off as applicable

• Quality

Using the trend analysis to identify the areas of improvement

Initiate and own Service Improvement Plans / Continuous Improvement Plans / Lean / Six Sigma projects

Working with SQA team to comply on ISO standards

• Follow quality / security process defined for the engagement
• Independently handle escalated calls, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, assess customer's needs.
• Motivating analysts through effective management, career development & implementation of reporting mechanisms.
• Liaison with other areas of the company affecting the SD team operations, one on One Relationship mgmt.
• Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings.
• Manage attendance & rosters for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.
• Mentor and assist new hires
• Drive the team to reach the defined targets
• Ensure training and development of the team members.
• Working with Quality Analyst, SMEs / L2 to understand agent development issues and develop individual + group training plans.
• Mentor team members on technical and communication aspects
• Constant watch on SLA / KPI performance of entire team as well as individuals; coach people to improve service levels
• Bring best practices from other projects
• suggest new technology solutions
• Introduce new ideas to the team
• Interact with global customers

Work from office 5 days/week

Working schedule in shifts, covering 8AM-8PM

Benefits:

• Attractive compensation package with a diverse set of social benefits (Private Pension Plan (Monthly Benefit budget, Medical insurance, Life insurance, Christmas bonus etc)
• Great career opportunity to work for one of the biggest brands in the world in a unique work environment
• Open-concept offices designed for both team work and relaxation with ping pong, billiards, foosball etc
• Child Birth Allowance
• Sport events sponsorship for employees
• Complex Record & recognition scheme ( both non-monetary and monetary options)
• Monthly subscription @ Bookster - the first modern library for companies in Romania
• Employee Referral Program with attractive incentive schemes
• Extra annual leave days depending on the total length of working experience at Wipro
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms as well as through internal & external trainings and certifications
• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility projects

This position offers a chance to be part of a forward-thinking company that values innovation and a progressive approach to technology. Interested candidates are encouraged to apply and join the team where they can make a significant impact.

Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.

• Seniority Level
• Mid-Senior level
• Industry
• IT Services and IT Consulting
• Employment Type
• Full-time
• Job Functions
• Information Technology
• Skills
• Service Desk
• Troubleshooting
• Attention to Detail
• Problem Solving
• Technical Support
• Computer Science
• Oral Communication
• Communication