Intraday Operations Scheduler

Wipro Philippines Inc.; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Wipro Philippines Inc. is seeking an MIS Executive in Quezon City to manage intraday operations. The role focuses on monitoring service levels, occupancy and staffing, and driving intraday recovery plans to sustain performance.

The position requires 3–5 years of MIS (Ops) experience and a passion for reinvention and digital transformation. You will contribute to end-to-end operational excellence within a global technology services leader.

Qualifications

• MIS (Ops) experience in operations or similar role.
• 3–5 years of relevant experience.
• Strong ability to monitor and interpret SLA metrics and staffing requirements.

Responsibilities

• Intraday Management: monitor SLA, ASA, Abandonment, Occupancy, AHT, Queue Time and Service Levels; compare forecast vs actual; identify staffing gaps; execute intraday recovery plans.
• Adherence & Compliance: monitor agent schedule adherence; track late login; escalate breaches; maintain governance reporting.
• Queue & Staffing Management: handle skill changes, queue balancing, cross-skill movement, OT/VTO recommendations, offline activity management.
• Incident Management: support telecom and system outage management; coordinate with Operations, IT and WFM; provide real-time recovery recommendations.
• Reporting: produce hourly performance reports; intraday service level updates; end-of-day operational summaries; escalate to leadership.

Skills

MIS (Ops)

Job description

Wipro Philippines Inc. is seeking an MIS Executive in Quezon City to manage intraday operations. The role focuses on monitoring service levels, occupancy and staffing, and driving intraday recovery plans to sustain performance.

The position requires 3–5 years of MIS (Ops) experience and a passion for reinvention and digital transformation. You will contribute to end-to-end operational excellence within a global technology services leader.