Job Description
Job Title:  MID LEVEL MANAGER (MLM) L3
City:  Visakhapatnam
State/Province:  Andhra Pradesh
Posting Start Date:  6/4/26
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.
Job Description: 

Job Description

 

Key Responsibilities
  1. Workforce Planning & Forecasting
  • Develop accurate short-term, mid-term, and long-term capacity forecasts
  • Create and maintain capacity models for optimal staffing
  • Collaborate with recruitment and training teams
  • Analyze forecast variance and implement corrective measures
  • Manage headcount planning and attrition projections
  1. Scheduling & Rostering
  • Design optimized shift schedules balancing preferences and requirements
  • Manage adherence, swaps, overtime, and exceptions
  • Ensure fair distribution of shifts, holidays, and leaves
  • Utilize WFM tools for automated scheduling
  1. Real-Time Management (RTM)
  • Monitor queues, service levels, AHT, and adherence
  • Make intraday staffing adjustments
  • Escalate breaches and implement recovery actions
  • Coordinate agent movements and skill changes

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  1. Real-Time Management (RTM)
  • Monitor queues, service levels, AHT, and adherence
  • Make intraday staffing adjustments
  • Escalate breaches and implement recovery actions
  • Coordinate agent movements and skill changes
  1. MIS Reporting & Analytics
  • Design and automate operational reports
  • Create executive dashboards and scorecards
  • Analyze KPIs (SL%, AHT, Occupancy, Utilization, Shrinkage, Attrition, Quality)
  • Provide insights for process improvements
  • Ensure accuracy and timely delivery of reports
  1. Stakeholder Management & Leadership
  • Partner with Operations, Quality, Training, HR, and Clients
  • Lead WFM & MIS team members
  • Participate in client/business review meetings
  • Drive process standardization
  1. Process Excellence & Automation
  • Identify automation opportunities
  • Develop macros, VBA scripts, and workflows
  • Lead/participate in Six Sigma / Lean projects
Critical Skills Required
  • Advanced MS Excel (Pivot Tables, Power Query, VBA)
  •  Good to know WFM Tools (NICE IEX, Verint, Aspect, Genesys, AVAYA CMS)
  • SQL/MS Access for data manipulation
  • Power BI / Tableau for visualization
  • Understanding of ACD systems & HRMS
  • Strong analytical, communication, and leadership skills
  • Domain knowledge of BPO/ITES industry
Educational Qualifications
  • Bachelor’s Degree 
 

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Mandatory Skills: Invoice to Pay(Transactional Accounting) .

 

Experience: 8-10 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.
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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.