Wipro - Senior Manager - Operations

Responsibilities:

- Management of daily activities of a team size of 400+ analysts.

- Engages in Customer Escalations.

- Ensures achievement of all system, team and individual Customer Service goals and standards.

- Manages Key performance indicators.

- Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities.

- Responsible for administrative aspects including reporting.

- Superior communication (oral, written), presentation, and interpersonal skills.

- Demonstrated ability to develop and implement process enhancements including technology and performance.

- Ability to plan, prioritize, organize and communicate/sell effectively.

- Proficiency in Work-force management applications, Quality tools and technologies.

- Experienced in goal setting (defining and prioritizing specific, driving objectives).

- Responsible for Process level compliance on various standards.