Job Description

Job Title: CCOD Lead (call center operations) L1
Req Id: 99416
City: Jefferson City
State/Province: Missouri
Posting Start Date: 10/20/25
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.


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Responsibility :-

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Role Definition :

The role of a CCOD Lead is to ensure accuracy of daily reporting of SLAs and to ensure proper coordination with internal customers for daily operations

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Roles and Responsibilities :

o Managing a team of RTA personnel engaged in supporting various queues


Should be able to independently work on MS EXCEL to create reports for Management Independently handle, assist the agents to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer's needs Motivating associates through effective management, career development & implementation of reporting mechanisms Liaison with Internal partners (WFM / FMG / Transport) to achieve objectives such as Forecasting, Resolving FMG & Transport Issues Analysis of daily reports like SL, AHT and find causes of variance Identifying the needs of different PLs with respect to Seat management, Headset Management, Systems & Laptops Manage attendance & attendance incentive for the team. Mentor and assist RTAs for growth

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Education :

Graduate

Knowledge :

a. Strong interpersonal skills and ability to influence.


b. Mentoring and Counseling the team


c. Must possess good communication skills


d. Good analytical and problem solving skills


e. Should have worked in multicultural environment and teams.


f. Ability to work and communicate with people across organizational units and geographies

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Experience :

a. Min 1 - 2 years of experience.


b. Should have a valid passport & should be willing to travel abroad at a short notice


c. Should be willing to relocate in a foreign location, if required


d. Transition background would be preferred

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Behavioral Skills and Attributes :

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Assertive Communication Conflict Resolution Mindset Able to balance work and life Good Time Management Self-improvement Mindset Good Stress Management/Resilience Patience The expected compensation for this role ranges from $36,000.00 to $ 40,000.00.


Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.




Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.


Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.


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.