Contact Center Ops Manager - Lead 90+ Team & Growth

Wipro; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Wipro in Manila is seeking an experienced operations leader to supervise a 90-100 associate contact center, driving revenue through service excellence and ensuring contract compliance. You will optimize processes, manage KPIs, and directly contribute to superior customer experiences.

The role requires strong leadership, reporting, and collaboration with clients to deliver measurable improvements in performance and cost-efficiency.

Qualifications

• Bachelor's Degree required.
• 6-8 years total experience.
• 4-5+ years managing contact center teams.
• Mandatory: Customer Service Helpdesk.
• Experience in customer service domain and reporting.

Responsibilities

• Lead a team of 90-100 associates in daily operations.
• Achieve system, team and customer service goals.
• Manage KPIs and escalations.
• Oversee capacity planning, SLA management, client relationships.
• Proficient in workforce management applications and QA tools.
• Report on administrative aspects.

Skills

Customer Service

Communication

Workforce management

Quality tools

Planning & prioritization

Client relationship

Call center software

Process improvement

Education

Bachelor's Degree

Tools

Call center software

Workforce management

Quality tools

Job description

Wipro in Manila is seeking an experienced operations leader to supervise a 90-100 associate contact center, driving revenue through service excellence and ensuring contract compliance. You will optimize processes, manage KPIs, and directly contribute to superior customer experiences.

The role requires strong leadership, reporting, and collaboration with clients to deliver measurable improvements in performance and cost-efficiency.