Operations Manager

Wipro; Kolkata District; On-site; INR 700,000 - 900,000; Full time

Job summary

Wipro in Kolkata, India seeks an experienced Customer Service Team Lead to oversee daily operations of call/email agents, manage escalations, and drive achievement of customer service goals. The role emphasizes KPI management, process knowledge, and reporting to support service quality and compliance.

Responsibilities include maintaining process standards, guiding the team, and participating in process improvement initiatives such as Six Sigma or Lean where applicable.

Qualifications

• Experience leading call center or customer service teams.
• Strong focus on quality and performance metrics.
• Ability to coach, mentor and deliver constructive feedback.
• Experience with process improvement initiatives is a plus.

Responsibilities

• Management of daily activities of a team of call/email agents
• Engages in Customer Escalations
• Ensures achievement of all system, team and individual Customer Service goals and standards
• Manages Key performance indicators
• Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
• Responsible for administrative aspects including reporting
• Responsible for Process level compliance on various standards (BS 7799, COPC, APQC etc.) and process improvement projects (Six Sigma, Lean)

Skills

People management

Performance management

Quality management

Coaching and feedback

Job description

Role & responsibilities

• Management of daily activities of a team of call/email agents
• Engages in Customer Escalations
• Ensures achievement of all system, team and individual Customer Service goals and standards
• Manages Key performance indicators
• Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
• Responsible for administrative aspects including reporting
• Responsible for Process level compliance on various standards (BS 7799, COPC, APQC etc.) and process improvement projects (Six Sigma, Lean)

Preferred candidate profile

• People & Performance Management
• Quality management
• Drives team work and engagement
• Coaching and Feedback delivery