Service Delivery Manager

Wipro BPO (A Division of Wipro Limited); Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Wipro BPO (A Division of Wipro Limited) Hyderabad seeks an experienced team leader to manage daily activities for 200+ analysts in a fast-paced BPO environment. The role focuses on customer escalations, achieving service goals, and driving performance through effective KPI management and process enhancements.

The incumbent will maintain knowledge of all service tasks, report on operations, and showcase strong communication and organizational skills to lead a high-performing team.

Qualifications

• Experience leading large teams in BPO/SLAs.
• Strong communication and presentation skills.
• Proven ability to implement process improvements and drive performance.

Responsibilities

• Directs day-to-day activities of a 200+ member team.
• Handles customer escalations and ensures service goals are met.
• Manages KPIs and reporting for the team and processes.
• Maintains knowledge of service programs, systems, and telecom capabilities.
• Ensures compliance with standards and delivers process improvements.

Skills

Team leadership

Communication

Process improvement

Planning & prioritization

Tools

Workforce management software

Quality tools

Job description

• Management of daily activities of a team size of 200+ analysts

• 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
• Superior communication (oral, written), presentation, and interpersonal skills
• Demonstrated ability to develop and implement process enhancements including technology and performance
• Ability to plan, prioritize, organize and communicate/sell effectively
• Proficiency in Work-force management applications, Quality tools and technologies
• Experienced in goal setting (defining and prioritizing specific, driving objectives)
• Responsible for Process level compliance on various standards.