Job Description
Job Title:  MID LEVEL MANAGER (MLM) L3
City:  Cebu
State/Province:  Cebu State
Posting Start Date:  8/3/26
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

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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 escalate 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. 

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Mandatory Skills: Customer Service .

 

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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