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Wipro BPO Philippines Ltd., Inc.

Operations Manager

Wipro BPO Philippines Ltd., Inc.

With business certificates
Established in 1945 | 10,000+ employees
G/F Cebu IT Tower One across Ayala Center Cebu and Pag-IBIG Building in Cebu Business Park, Cebu City, Cebu
Total vacancies for this job title : 2
Posted on : April 12, 2020
Job ID : 356787


Wipro Ltd. is a leading Information Technology, Consulting, and Business Process Services company that delivers solutions to enable its clients to do business better. Wipro delivers winning business outcomes through its deep industry experience and a 360 degree view of "Business through Technology" - helping clients create successful adaptive businesses. A company recognized globally for its comprehensive portfolio of services, a practitioner's approach to delivering innovation, and an organization wide commitment to sustainability, Wipro has a workforce of over 174,000 serving clients in more than 175 cities across 6 continents.
Job Description:
  • Managing operations
  • Scheduling / Staffing / KPI’s
  • Generation of MIS and performing trend analysis for effecting higher productivity
  • Focus on maximizing Customer Experience while optimizing costs
  • Create appropriate servicing and retention strategies for customers
  • Ensure systems development integration with strategy
  • Provide functional support and direction to the associates and team leaders on customer support needs
  • Monitor the performance of the associates and team leaders and coach them, if required
  • Assist with training and identify training needs within the group
  • Mentor and assist new hires
  • Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
  • Ensure that all company information which includes customer information are kept confidential and secured
  •  Graduate of any four-year course
  • Total Experience – Between 5-7 years in service industry, preferably with a collections background, relevant experience in BPO industry
  • Willingness to work 24/7 – needs to be comfortable with working in shifts
  • Strong interpersonal and influence management skills
  • Ability to work and communicate with people across organizational units
  • Strong analytical skills with an ability to solve the problem with a win-win negotiable approach
  • Ability to lead people on large, multi-functional efforts
  • Advanced knowledge of PC technology-DOS, applications and on-line tools
  • Expert knowledge of service procedures
  • Good communication skills
  • Good interpersonal skills with excellent man-management capabilities
  • Good analytical skills
  • Aptitude for understanding technology
  • Independent decision making
  • Knowledge of collections / Dialer preferred
Rewards and Incentives
  • Competitive salary
  • Amazing incentives and rewards!
  • HMO as early as day one
  • State of the art facilities (Gym, Karaoke, Pantry, etc.)
  • Night shift differential pay
  • Career growth opportunities
  • Accessible work location
  • Non-toxic work environment
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