Operations Manager

Wipro Ltd.; Compostela; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Wipro Ltd. in Cebu City, Philippines, is seeking an Operations Manager (Retail) to lead service operations strategy and drive client satisfaction.

You will manage margins, budgeting, staffing, and process improvements while guiding team leads and account teams to deliver consistent performance.

The ideal candidate has 12–15 years of experience, strong people leadership, and a proven track record in BPO retail accounts, with excellent communication.

Qualifications

• 12–15 years of overall experience in customer service or operations.
• People management experience of 8+ years.
• Experience with Retail accounts in BPO.
• Strong communication and leadership skills.
• Analytical thinker with problem-solving abilities.

Responsibilities

• Leads and communicates the Service Operations Strategy to team Leads and team members.
• Primary Lead supporting Key Account Leads to ensure customer satisfaction.
• Responsible for margins, budgeting, staffing and expense prioritisation.
• Identify opportunities for improvement and growth in the account.
• Maintain focus on process metrics, quality, and cost.
• Provide functional support and direction on operational needs.
• Align metrics with the client through calibrations.

Skills

Customer Service

People Management

Education

Graduate

Job description

Operations Manager

Company : Wipro Job Type : Full Time Cebu City, Philippines JobCopilot will tailor your resume and auto-fill the application

Job Description - Operations Manager

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Job title - Operations Manager (Retail)

Job Description:

Key Responsibility:

• Leads and communicates the Service Operations Strategy to team Leads and team members.
• Will be the Primary Lead supporting our Key Account Leads for ensuring customer satisfaction.
• Will be responsible for margins and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business team.
• Identify opportunities of improvement and growth in the account.
• Maintain continuous focus on process metrics, quality and cost and to elevate exigencies and non-compliances.
• Provide functional support & direction on operational needs to the team leads and team members.
• Alignment of metrics with the client through internal and external calibrations.

Candidate Specification:

• 12-15 years of overall experience and should be a Graduate.
• People Management experience of at least 8+ years.
• Experience in working with Retail accounts in BPO set up.
• Well versed Key contact centre CPM's -Service levels and Customer Satisfaction.
• Excellent Communication Skills (Verbal & Written).
• Strong interpersonal skills, self-confidence, leadership capabilities.
• Ability to think analytically. Should possess strong implementation skills and problem-solving approach.
• Ability to prioritise tasks appropriately and recognise when issues need escalation.

Mandatory Skills

• Customer Service
• Experience: 8-10 Years