Senior Operations Manager

Wipro; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Wipro in Pune is seeking an experienced contact center operations lead to manage a large team and drive service excellence. You will oversee escalations, governance calls, and end-to-end planning to ensure smooth operations.

The role requires strong stakeholder management, a focus on process improvements, and coordination across HR, IT, and facilities to deliver high-quality customer outcomes.

Qualifications

• Experience across contact center processes in previous roles.
• Aptitude for understanding technology and process improvements.
• Ability to take independent decisions.
• Strong interpersonal and influence management skills with large teams.
• Lean Six Sigma Certification preferred.
• Understanding of industry trends in contact centers.

Responsibilities

• Handle 2nd level escalations.
• Lead a team of agents in a customer-driven environment.
• Ensure adherence to KPI and SLAs in service delivery.
• Ensure attrition targets are not breached.
• Actively participate in governance calls with clients for effective process management.
• Manage operations through end-to-end planning, metrics review and root cause analysis.
• Manage client relationships as part of operations delivery.
• Drive change by implementing process improvement recommendations.
• Review overall staff performance and recommend training needs.
• Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery.

Job description

Essential Hiring Skills

• Should have done different aspects of the contact center process during the previous roles and be able to use the best practices and knowledge in the new role
• Innovative thinking and having an aptitude/appetite for process improvements
• Aptitude for understanding technology
• Ability to take independent decisions
• Strong interpersonal and influence management skills and team handling of 200+ Team members
• Ability to work and communicate with people across organizational units
• Strong analytical skills with an ability to solve problems with a win-win negotiation approach
• Knowledge of Customers Culture
• Understanding of FTE estimation, staffing and planning
• Lean Six Sigma Certification Preferred
• Understanding of industry trend and technologies for contact center

Key Responsibilities

• Handle 2nd level escalations
• Managing a team of agents in customer driven environment
• Ensure adherence to KPI and SLAs in service delivery
• Ensure attritions targets are not breached
• Actively participate in governance calls with the clients for effective process management
• Manage operations through end-to-end planning, metrics review and root cause analysis
• Manage Client relationship as part of operations delivery
• Drive change by successful implementation of process improvement recommendations
• Review overall staff performance and recommend training needs
• Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery