Real Time Analyst

7 days ago

Manila, National Capital Region, Philippines Wipro Technologies Full time

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Work with usTitle: Real Time Analyst

Requisition ID: 47281

City: Manila

Country/Region: PH

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.

Job Description

Role Purpose

The purpose of the role is to provide timely, accurate and quality MIS reports, dashboards to the external & internal stakeholders of account(s) as per the defined process and standards of security and compliance.

Responsibilities:
  • Strong experience in BPO Collections Operations and Managing SLA, KPIs, and project deliverables.
  • Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best-in-class customer experience.
  • Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues.
  • Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.
  • Monitors interactions to ensure that team members are giving accurate information and following approved practices.
  • Coaches and develops a positive and productive work environment and builds relationships with business partners.
  • Utilizes reporting for business metrics to guide team member coaching and performance management.
  • Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.
  • Ensures capabilities and knowledge of team members keeps pace with customer expectations.
  • Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.
  • May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
  • Delivers what is promised in line with customer expectations.
  • Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities.
  • Must possess procedure-driven judgment in order to find the best solution to an issue.
  • Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.
  • Should take escalation calls as needed/required.
Qualifications:
  • Min 2-3 years of experience in MIS Reporting/WFM/RTA.
  • HS Diploma/College Graduate/College Undergraduate.
  • Good analytical skills.
  • Excellent in MS Excel & number crunching.
  • Good knowledge of MIS reporting standards.
  • Good interpersonal skills.
  • Excellent oral and written communication and listening skills.
  • Willing to work onsite.

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.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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