RTA 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

Job Title:MIS Executive

City:Quezon City

State/Province:Manila

Posting Start Date:8/26/26

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.

Responsibilities:

• Intraday Management
  • Monitor SLA, ASA, Abandonment, Occupancy, AHT, Queue Time and Service Levels.
  • Compare forecast vs actual volume trends.
  • Identify staffing shortages and surpluses.
  • Execute intraday recovery plans.
• Adherence & Compliance
  • Monitor agent schedule adherence.
  • Track late login, extended breaks and offline exceptions.
  • Escalate adherence breaches to Operations.
  • Maintain adherence governance reporting.
• Queue & Staffing Management
  • Skill changes and queue balancing.
  • Cross-skill movement recommendations.
  • OT/VTO recommendations.
  • Offline activity management.
• Incident Management
  • Support telecom and system outage management.
  • Coordinate with Operations, IT and WFM teams.
  • Provide real-time recovery recommendations.
• Reporting
  • Hourly performance reports.
  • Intraday service level updates.
  • End-of-day operational summaries.
  • Escalation communication to leadership.

Mandatory Skills: MIS (Ops). Experience: 3-5 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.