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MIS Executive (CS)
Job Location:
Job Location:
Quezon City - Philippines
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
4 September 2026 (Yesterday)
Posted:
Application Deadline:
2 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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 230000 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 . Mandatory Skills: MIS (Ops). Experience: 1-3 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.
Job Description
Role Purpose
The purpose of the role is to provide timely accurate and quality MIS reports dashboards to the external & internal stakeholders of account(s) as per the defined process and standards of security and compliance
Responsibilities:
- Intraday Management
- Monitor SLA ASA Abandonment Occupancy AHT Queue Time and Service Levels.
- Compare forecast vs actual volume trends.
- Identify staffing shortages and surpluses.
- Execute intraday recovery plans.
- Adherence & Compliance
- Monitor agent schedule adherence.
- Track late login extended breaks and offline exceptions.
- Escalate adherence breaches to Operations.
- Maintain adherence governance reporting.
- Queue & Staffing Management
- Skill changes and queue balancing.
- Cross-skill movement recommendations.
- OT/VTO recommendations.
- Offline activity management.
- Incident Management
- Support telecom and system outage management.
- Coordinate with Operations IT and WFM teams.
- Provide real-time recovery recommendations.
- Reporting
- Hourly performance reports.
- Intraday service level updates.
- End-of-day operational summaries.
- Escalation communication to leadership.
Skills Required:
- Strong understanding of SLA ASA Occupancy and AHT.
- Advanced Excel.
- Real-time management tools.
- Decision making under pressure.
- Stakeholder communication.
Experience:
- 2-5 years WFM experience.
- Voice Contact Center experience preferred.
Required Experience:
Exec
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.
