186 applicants

Company

Wipro · 23 hours ago

Operations Lead

Tampa, FL

Full-time

Onsite

Senior Level

5+ years exp

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Responsibilities

Manage service levels, quality and productivity of call centers and processing associates.

Manage the day-to-day operations of the organization.

Maintain/support-improved productivity and quality to meet company objectives and goals.

Develop action plans as necessary to improve department performance.

Prioritize client issues and implement changes

Develop presentations for potential clients, existing clients, and potential and existing employees.

Development of the management staff including planning, organizing, monitoring and coaching.

Encourage coach and motivate all department members.

Evaluate team performance and provide feedback on strengths and opportunities.

Contact with internal and external customers.

Participate in team meetings, staff meeting, conference calls with client contacts and other operational areas at WHPS.

Maintain client relationship, be responsive, address concerns and escalate issues as needed.

Make staffing recommendations based upon business needs.

Review reports and data relevant to attainment of service levels and avoid financial penalties.

Develop strategies to meet expected goals and achieve results.

Utilize all available resources to expedite completion of tasks.

Develop/enhance department policies, procedures, control and workflow.

In-depth knowledge of departmental activities, reference materials, workflow, quality control measures, and productivity standards.

Monitor and evaluate operational performance and recommend improvements.

Develop and implement policies and procedures.

Analyze data to identify areas for improvement.

Assist in budgeting and forecasting.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Operations ManagementClient Facing ExperienceData AnalysisMicrosoft OfficeCoaching SkillsService Industry KnowledgeSLA ComplianceStrategic PlanningBudgetingForecasting

Required

Minimum 5-7 years senior level operations experience.

Solid understanding of operational processes and systems.

Excellent leadership skills.

Must be familiar with the service industry.

Client facing experience, professional conduct and communication skills.

Experience adhering to contractual SLAs, aligning resources to ensure SLA/KPIs are met, includes meeting the financial commitment for the organization.

Knowledge must address diverse and difficult problems or situations.

Requires experience to integrate activities across multiple functions for the corporation.

Requires specialized integration of all aspects of the business; knowledge of business and management practices involved in strategic planning, resource allocation, human resource modeling techniques, production methods, and coordination of people and resources.

Proficient with Microsoft Office (Word, Excel, Access, PowerPoint, Project), Visio.

Company

Wipro

Glassdoor

3.7

Wipro is a technology services and consulting company focused on building solutions that address clients’ digital transformation needs.

Founded in 1945

Bengaluru, Karnataka, IND

10,001+ employees

https://www.wipro.com/

H1B Sponsorship

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Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (2522)

2022 (2254)

2021 (3111)

2020 (2299)