Retail Operations Leader (BPO) | Customer Experience

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

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.