MIS Executive (CS)

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 230,000 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 www.wipro.com.

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

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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.

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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.

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.