Job Overview
Role: Production Specialist L1 Location: Bengaluru Experience: 1-3 Years Qualification: Any Degree Key Skills: Query Management, Data Tracking, SLA Compliance, Trend Analysis, Knowledge Maintenance
Job Description
As a Production Specialist L1 at Wipro, your purpose will be to provide effective operational or technical support to the process, resolving client queries directly or managing timely escalations to ensure all process SLAs (Service Level Agreements) are successfully met. You will field all incoming client help requests via phone or email, record, track, and document queries, problem-solving steps, and resolutions using tracking software. Additionally, you will manage corporate transactions as per quality benchmarks, document and analyze call logs to spot recurring trends, and contribute to self-help documents to optimize resolution times.
Roles and Responsibilities
- Query Management: Field all incoming client help requests via phone or email in a courteous and professional manner.
- Data Tracking: Record, track, and document all queries received, problem-solving steps taken, and final resolutions using tracking software.
- SLA Compliance: Manage corporate transactions as per required quality benchmarks and resolve customer queries within specified timelines.
- Trend Analysis: Document and analyze call logs to spot recurring trends to proactively prevent future workflow issues.
- Knowledge Maintenance: Access internal knowledge bases and contribute to self-help documents for customers to optimize overall resolution times.
Skills and Eligibility Criteria
Educational Background: Any Graduate degree.
Experience: 1-3 years of experience along with core exposure to Financial Planning & Analysis is mandatory.
Mandatory Technical Skills:
- Familiarity with basic operations, tracking tools (such as RAVE systems), and standard productivity applications (MS Word, Excel, Outlook)
Competencies:
- Soft Skills: Strong interpersonal communication, active listening, structured documentation habits, and a strong user-friendly problem diagnosis perspective.