Deputy Operations Manager

WIPRO BPO PHILIPPINES LTD., INC.

Is currently looking for:

DEPUTY OPERATIONS MANAGER

PRINCIPAL RESPONSIBILITIES:

• Owns and ensures service delivery is as per agreed terms and conditions

• Reviews and ensures regular reporting of overall performance and improvement plans to all Projects process owners.

• Reviews & follows up on the disciplinary actions taken in the process.

• Pro-actively communicates with process owners all relevant issues needing immediate attention.

• Ensures proper staffing levels to achieve Service Levels

• Effectively leads the team to achieve program and departmental goals.

• Communicates objectives and expectations to the team.

• Conducts Performance Reviews for Team Leaders

• Leads the Status/Operations calls with the clients.

• Ensures compliance with all applicable Wipro and to account's policies.

• Reviews agent feedbacks and provide coaching to Team Leads & L2/QA.

• Reviews & follows up on the disciplinary actions taken in the process. Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems

• Keeps all company information which includes customer information confidential and secured

SKILLS REQUIRED:

• This position requires excellent people interactions skills.

• This position requires constant interaction with a broad range of customers. Patience and the ability to perceive the nature of the request is needed.

• Highly developed verbal and written skills are required to communicate effectively.

• It is necessary to constantly build and maintain relationships within program as resources and as customers. Able to write effective medical narratives regarding product issues or cases.

• Must be able to accurately and quickly discern the appropriateness of each inquiry relative to the level of response.

CANDIDATE SPECIFICATIONS:

• Bachelor's graduate of any field

• 8 years of experience in managing a similar process