Wipro - Senior Manager - Operations

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.

ref : iimjobs.com)