Operations Manager (GM004)

• Willingness to work 24/7 - needs to be comfortable with working in shifts
• Strong interpersonal and influence management skills
• Ability to work and communicate with people across organizational units
• Ability to think strategically and translate strategy into action plans
• Strong analytical skills with an ability to problem solve with a win-win negotiation approach
• Ability to lead people on large, multi-functional efforts
• Knowledge of PC technology-DOS, applications and on-line tools
• Expert knowledge of service procedures
• Demonstrated Customer services skills
• Ability to coach and manage in a combined sales and servicing call centre environment
• Worked in individual contributor capacity in transactional procurement
• Prior experience of managing teams besides a good customer service orientation. Prior experience in running e-Procurement / relevant modules of ERP desirable.
• Good communication skills and proficient in English & German

• Focus on maximizing Customer Experience while optimizing costs
• Contribute to the development of short and long term strategic business goals
• Create appropriate servicing and retention strategies for customers
• Ensure systems development integration with strategy
• Provide functional support and direction to the associates and team leaders on customer support needs
• Monitor the performance of the associates and team leaders and coach them, if required
• Assist with training and identify training needs within the group
• Mentor and assist new hires
• Liaison with other areas of the company affecting customer support
• Shift scheduling
• Assume the responsibilities of the superior in his/her absence

Founded in 1945, Wipro is a global services provider delivering technology driven business solutions. Our BPO arm provides world class BPO solutions tenable our clients to better manage their customer relationships through:
• Business process re-engineering
• Integrating technology with BPO
• Knowledge services
Wipro BPO is uniquely positioned to service customer requirements by leveraging its tenets of quality and innovation, the best people talent, self sustaining process framework and domain knowledge. We offer customized service offerings; translating into the most flexible and cost effective services of the highest quality for our customers.

With over 16,000 people, operating out of 9 different locations (India and Eastern Europe), Wipro BPO has been a critical partner to all its customers in achieving their business goals. Wipro BPO services customers in various industries including Banking & Capital Markets, Insurance, Travel & Hospitality, Hi-Tech Manufacturing, Telecom & Healthcare sectors. Wipro BPO also has deep expertise in delivering process specific solutions in areas like Finance & Accounting, Procurement, HR Services, Loyalty Services and Knowledge Services.