Mid Level Manager
Job Location:
Cebu - Philippines
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Role Purpose
The purpose of this role is to increase revenue maximize process efficiency & cost-effectiveness and ensure excellent customer experience through effective supervision of daily operations and personnel contract compliance resource optimization and capability development within an account.
Experience in Contact Centre Business
Ensures achievement of all business team and individual Customer Service goals and standards
Manages Key performance indicators (NPS CSAT AHT Volume SLA Quality etc)
Responsible for administrative aspects including reporting
Management of daily activities of a team size of >70 associate
Motivating team through effective management career development & implementation of reporting mechanisms.
Goal setting and weekly monthly quarterly reviews of team and their performance management
Devising appropriate solutions to all issues
Customer relationship management and escalation management
Be a part of all projects and propose value additions
Drive employee engagement and other key indicators such as absenteeism and attrition
Analysis of reports including process dashboards team performance reports initiating appropriate action plans & initiate training
Qualifications
Minimum of 4 years of work experience in the Contact Center / BPO environment
Minimum of 2 years experience in in Leadership position
Strong customer service orientation
Required Experience:
Manager
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
