Customer Success Manager

Wipro - Tampa, FL

Full-time - Senior

Tampa, FL

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager at Wipro Limited is responsible for overseeing the day-to-day operations of the Call Center Department in Tampa, FL. This role involves managing a client care group, ensuring high levels of service for both internal and external customers, and meeting service level agreements and standards. The manager will plan, manage, and evaluate team performance while fostering a productive and motivated work environment.

Responsibilities

• Overall responsibility of call center team to meet production and quality goals.
• Ensure the team is within regulatory turnaround times and client contract requirements.
• Adjust available staffing to meet needs due to absences and vacations.
• Monitor backlogs and report key metrics to the carrier.
• Manage staffing plans to ensure call queues and tasks are adequately staffed to meet SLA and other key metrics.
• Maintain a close relationship with the carrier to identify and implement new procedures and processes for department efficiencies.
• Participate in team meetings, staff meetings, and conference calls with client contacts and other operational areas.
• Maintain client relationships, be responsive, address concerns, and escalate issues as needed.
• Encourage, coach, and motivate all team members.
• Develop strategies to meet expected goals and achieve results.
• Utilize all available resources to expedite completion of tasks.
• Monitor and evaluate operational performance and recommend improvements.

Requirements

• Minimum 5-7 years direct call center management experience in a related field.
• Effective supervisory skills including planning, organizing, monitoring, and coaching.
• Specialized knowledge of call center operations.
• Proficiency in leadership and team management.
• Ability to understand and carry out responsibilities in line with assigned goals.
• Strong understanding of customer needs and service quality.
• Ability to work concurrently on multiple tasks or projects.
• Strong time management and organizational skills.