Job Description
Job Title:  Operations Manager
City:  Cebu
State/Province:  Cebu State
Posting Start Date:  6/30/26
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

Job Title - Operations Manager (Healthcare)

Job Description: 

Experience:
8+ years of overall Experience
5+ years exp in leading teams across Contact Center work (preferably with 2-4 years of overall Experience in US Healthcare Operations)
 

Principal Responsibilities:

• Managing Daily Operations

• Drive Performance - Team mentoring & coaching individual associates who may fall below desired performance
• 1st Level Escalation Handling - handle issues that cannot be resolved by agents
• Lead, coach, develop, drive and manage the team as a whole and as individuals and have the ability to make decisions.
• Regularly updating oneself with changes in the process flow or in the company and/or floor policy
• Monitoring and ensuring closure of daily/weekly and monthly deliverables
• Managing SLA, Daily Reporting, Agent's leave planning
• Maintain a strong knowledge of products and services for customers that we are servicing
• Monitor random transactions/cases to improve quality, minimizing errors and track operative performance
• Continuously contribute towards process improvement
• Good communication (oral, written), presentation, and interpersonal skills
• Can generate necessary reports
• Responsible for completion of the team’s schedule adherence.
•  Support operational reporting, workforce management, quality assurance, developing and delivering training, voice of customer measurement & action, and identifying knowledge management platform updates.
 
Essential Hiring Skills
• Good communication skills –Grammar, Punctuation and Spellings (R, W)
• Able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core.
• Good speaking skills over the telephone, Voice skills
• Good writing and comprehension skills
•Excellent interpersonal and customer service skills
•Ability to explain technical issues to technical and nontechnical employees and customers
•Proficient with or the ability to quickly learn an array of process and product changes
• Able to monitor and perform root cause analysis, mentor & coach agents as required (Must be able to conduct audits for trainees during training and OJT)
• Actively participates in customer service operational improvements
 
Technical skills
• Familiarity of MS office tools, outlook, internet
• Good knowledge of computer handling and applications (E.g. Salesforce, Service Now etc.)
 
Behavioural Skills:
• Highly self-motivated to maintain high standards in both quantity and quality
• High energy level and personal resilience
• Integrity and desire to comply with all legal and moral standards
• Service and quality oriented as well as customer focused. 

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Mandatory Skills: Pharmacovigilance & Drug Safety(Pharma) .

 

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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