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WPS Urgently Hiring Deputy Manager – WFM – Hyderabad

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Job Description:


Responsible for managing team Or can be an Individual Contributor Role.
Ensure accuracy and timeliness of deliverables for the respective Vertical/Accounts aligned.
Assist Operations and Client In Forecasting & Capacity Planning needs. Resolving First-level escalations & assess customers needs
Motivating Team through effective management, career development.
Analysis of reports including process dashboards & initiate appropriate action plans.
Supporting the Ops/Stake holders on internal and client calls, ensuring value-added inputs are shared.
Ensure effective planning of Volumes, Resources (Capacity planning and staffing. Maintains customer oriented approach and focus on key deliverable areas.


The applicant should be a confirmed full-time employee of the organization.
For lateral movement an employee has to complete 12 months in his/her current role while for vertical movement it is mandatory to complete 18 months in current role as on the last day of this month.
Candidate shall be responsible for all risk management & compliance activities as applicable to this functional role.

Minimum rating of HVC MR in the last appraisal.
Applicant should not have been on a PCCP for the second time in the current role,in the last quarter or current quarter.If the employee has been put on the PCCP for the first time in the current role,he/she is eligible to apply
Employees can apply for lateral positions as well.
Before applying please get your ULWPs corrected in the system. Employees who have taken one or more than one unauthorized leave in last six months (from the date of Release of this IPP) are not eligible to apply for this IPP.
You need to be HIGH certified before applying for this position.

Has Knowledge/ Hands on in generating
Capacity Planning
Able to work on MS-Office Excel, Word & P.Pt.
Has worked on at-least one WFM tool like IEx, Aspect , Blue-Pumpkin
Exposure to atleast one of the voice ACD tools like Avaya CMS, Nortel, Genesys etc.
Aware about COPC Certifications
Aware of Quality tool LEAN, Six-Sigma..
Aware of BPO Operations and billing models / Optimization techniques
Good Interpersonal & people management skills with good problem solving approach.
Demonstrate Customer Service Skills.
Excellent verbal & written communication & presentation skills.

Salary:INR 3,00,000 – 6,00,000 P.A
Industry:BPO / Call Centre / ITES
Functional Area: Other
Role Category:Other


wfm work force management wfm management COPC Certifications IEx Aspect Blue – Pumpkin tools

Desired Candidate Profile:


UG: Any Graduate – Any Specialization
PG:Post Graduation Not Required
Doctorate:Doctorate Not Required

Please refer to the Job description above

Company Profile:

Wipro BPS (A division of Wipro Limited)
Wipro BPS (A division of Wipro Limited)

Recruiter Name:Wipro BPO
Contact Company:Wipro BPS (A division of Wipro Limited)

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