Job Description
Job Title:  Mid Level manager (MLM) - L2
Req Id:  88881
City:  Curitiba
State/Province:  Parana
Posting Start Date:  8/18/25
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 Description

Liderar e garantir a excelência operacional em processos de atendimento não-voz, com foco em clientes hispânicos, assegurando o cumprimento de metas de qualidade, produtividade e satisfação do cliente, por meio da gestão de indicadores, melhoria contínua e coordenação de equipe.

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🧠 Habilidades essenciais:

  • Fluência nativa em espanhol
  • Planejamento, organização e comunicação eficaz
  • Conhecimento em ferramentas de atendimento e gestão de performance
  • Atenção aos detalhes e mindset de qualidade
  • Agilidade para alternar entre tarefas de produção e controle de qualidade

  • ✨ Diferenciais (não eliminatórios):

    • Experiência em setores como viagens ou dispositivos médicos
    • Certificações externas relevantes

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Responsabilidades:

  • Gestão de KPIs e escalonamentos
  • Coordenação de equipe e relacionamento com cliente
  • Treinamento em processos e ferramentas específicas

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  • Ensure outstanding performance against key metrics mentioned in the agreement

  • Regular cadence around contract compliance

    • Evaluate performance with key metrics (accuracy, customer service metrics etc.)
    • Set direction for the team, track progress against targets through regular cadence calls and course correct as require
    • Drive the focus of the team on quality and adherence to contract compliance processes
    • Drive and implement structured cadence around quality, both process and transactional
    • Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed 
    • Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

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  • Resource Allocation & Retention
    • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
    • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery 
    • Optimize manpower and minimize leakages by working closely with delivery head
    • Ensure retention by offering relevant trainings and certifications of all allocated resources 
    • Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team 
  • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
Mandatory Skills: Customer Service(Product&Service) .

 

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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