Job Overview
Role: Production Specialist L1 Location: Bangalore Experience: 1-3 Years Qualification: Any Graduate degree Key Skills: Financial Planning & Analysis, Query Management, Data Tracking, SLA Compliance, Trend Analysis, Knowledge Maintenance, MS Word, Excel, Outlook, Interpersonal Communication, Problem Diagnosis
Job Description
The purpose of this Production Specialist L1 role at Wipro is 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. Candidates will field incoming client help requests, record and track queries, analyze call logs for 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 for the Production Specialist role.
Experience: 1-3 years of experience along with core exposure to Financial Planning & Analysis is mandatory for the Production Specialist L1 role.
Mandatory Technical Skills:
- Familiarity with basic operations, tracking tools (such as RAVE systems), and standard productivity applications (MS Word, Excel, Outlook).
Competencies:
- Strong interpersonal communication, active listening, structured documentation habits, and a strong user-friendly problem diagnosis perspective.