Mid Level Manager

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

Role Purpose

The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

Job Description

Role Purpose

The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

Responsibilities

• Experience in Contact Centre Business
• 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 with client
• Proficiency in Work-force management applications, Quality tools and technologies,
• Experienced in goal setting (defining and prioritizing specific, driving objectives)
• Managing escalations
• Management of daily activities of a team size of 90-100 associate
• Capacity Planining, SLA Managment, Client Relationship

Essential Hiring Skills

• Experience in Customer Service Domain
• Responsible for administrative aspects including reporting
• Superior communication (oral, written), presentation, and interpersonal skills
• Demonstrate ability to develop and implement process enhancements including technology and performance
• Ability to plan, prioritize, organize and communicate with client
• Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Centre software
• Experience in goal-setting (defining and prioritizing specific, driving objectives)

Qualifications

• Bachelor's Degree
• 6-8 years of overall exp
• Minimum 4-5 years experience in managing teams for contact center

Mandatory Skills: Customer Service Helpdesk .

Experience: 5-8 Years.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.