Analyst at Wipro

About the job

Between 0-2 years of experience

Candidate with an experience in any of below vertical:-

 Customer Service- (ITES/Aviation/Hospitality)

•  HR Helpdesk or Employee services,
•  Email/Chat/voice based support
   

Preferred:-

HR Domain

Proficiency in Google Suite (preferred) and/or MS Office, including Word and Excel

Customer Orientation, Centricity and Communication

•  Exceptional customer service focus, including attention to detail and producing quality results
•  Strong communication with superior verbal and written skills. Experience in wiriting Emails & Chat is preferred
•  Ability to comprehend complex and variable Customer Queries
•  Ability to summarize the situation and be able to articulate the response on the Query received
•  Takes end-to-end Ownership and accountability of Customer Issues for resolution
•  Ability to gauge the Customer's sentiments & emotions
•  

Problem Solving and Decision making

•  Attention to detail
•  Ability to unpack customer issue - Layer by layer
•  Ability to navigate through unknown and look for solution
•  Understand the root cause of the issue and ability to assess downstream impact to other processes
•  Not hesitating to seek help, probing and going the extra mile to solve Googler issue
•  Ability to do diagnostic work and process information logically
•  Ability to make informed decisions (beyond structured setup ) in a timely manner with an understanding of the decision outcome
   

e.g- seeking support and additional information from other stakeholders and communicating the solution to requestors back

Aptitude & Logical Reasoning
 

•  Ability to intrepret Customer's situation and connect the dots to the available resources & solution
•  Requires good analytical skills in order to validate complex & dynamic queries
•  Ability to prioritize & organize tasks
   

Ownership & accountability


Ability to take end-to-end ownership of a task and see it through completion

•  Manage multiple handoffs and information flow from diverse sources
•  Demonstrate accurate application of logical and analytical reasoning towards performing while data processing
   

Roles & Responsibilities:

FLEXIBLE WORK APPROVALS

•  Address Flexible work approval requests and validating based on predefined guidelines and protocols
•  Provide support based on available resources and triage requests to respective POC for approvals (as per process requirements)
•  Provide final confirmation on request post successful validation
•  Prepare Flexible work specific documentations, review for accuracy managing document ratification
•  Manage system specific data changes due to Flexibel work approvals ensuring zero impact to payroll
•  Coordination with multiple stakeholders to manage escalations, sensitive inquiries, exception requests
•  

LEAVE INFORMATION APPROVALS

•  Receive Leave request approvals and validate against pre-defined guidelines
•  Check for leave information mapped in system and validate for regional compliance and business rules
•  Approvals and confirmation of request post validation
•  Interpretation of request and supporting requestor with available resources and guidance (as the case may be)
   

What we do ;
 

•  Understand the context on query, determine the exact ask from requestor, research or troubleshoot the request and draft response as per defined guidelines
•  Monitor and own the assigned cases/ tickets and ensure successful processing of the same adhering to the defined SLAs and case priority
•  Receive, review, and process all relevant documentation attached in the queries pertaining to leave of absences, employee status changes etc.
•  Participate and manage transactional activities pertaining to query resolution & follow-ups on information from required stakeholders
•  Performing self checks on processed cases before responding to requestors to ensure response / actions are as per agreed standards
•  Perform concentrated data entry related to specific data quality initiatives such as updating or correcting employee information on internal tools and applications
•  Enable to build & maintain SOP's by ensuring new learnings / scenarios are duly highlighted to the Process SMEs/ Leads to help knowledge capture
•  Identify improvement opportunities to strengthen/ streamline existing processes following a continuous improvement culture
   

How we do :

•  Ensure Standard Operating Procedures (SOP's) guidelines are followed accurately during query resolution
•  Ensure policy guidelines are accurately interpreted to Employee’s query and responded / actioned
•  Adherence to customer experience guidelines while responding to tickets
•  Follow FIFO principles while processing tickets
   

Qualifications:

Graduate (Tech/ Non Technical background)

• Technical profile (e.g BE/B.Tech) considered with operational background