Team Lead

Wipro Limited; Curitiba; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global IT services company is seeking a team manager in Curitiba, Brazil. This role focuses on driving team performance and ensuring process execution in line with client contracts. Responsibilities include managing team metrics, conducting briefings with clients, and preparing performance reports. Candidates should possess strong project management skills, technical knowledge, and effective team management capabilities. This position offers an opportunity to enhance team engagement and drive operational efficiency.

Qualificações

• Awareness and knowledge of trends in the ITES/BPO industry.
• Knowledge of project management and experience in Agile methodology.
• FLM Certification by Wipro and understanding of operational processes.

Responsabilidades

• Ensure process execution according to client contract.
• Conduct briefings and debriefings to focus on key metrics.
• Prepare performance data for management review.
• Interact with client to share updates.
• Identify training needs and conduct process training.

Conhecimentos

Domain/Industry Knowledge

Project Management

Technical Knowledge

Communication Skills

Team Management

Descrição da oferta de emprego

Location

Curitiba, Brazil

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

Process Execution and Performance

• Ensure process is executed as per the client contract
• Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes_
• Prepare notes from the huddle meetings and share it with the team_
• Prepare and share the performance data of the team with the client at the end of the shift_
• Interact with the client and prepare note to share updates and changes with the team_
• Review the performance on the key process metrices and conduct RCA to improve quality parameters_
• Prepare presentation on weekly and monthly performance data for the manager to be shared with the client_
• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects_
• Be part of the discussion between manager and WFM team on forecast and number of agents required_
• Identify opportunities for automation within the account and share it with the manager_
• Provide details and data to the automation team to support the automation initiative_
• Drive performance of the team on the identified metrices of the process
• Review last 6-8 weeks performance data (RAG) and identify low performers_
• Provide feedback and coach the outliers / low performers to improve their performance metrices_
• Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers_
• Handhold the employees on performance on process and monitor for improvements_
• Identify training needs for new joiners especially and track their daily progress_
• Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client's end_

Stakeholder Interaction & Management

• Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts_
• Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc._
• Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account_
• Work with quality team to ensure the quality improvements as per the delivery standards of the contract_
• Provide timely assistance in case of an escalation and support resolution of escalations / issues_

Effective Team Management

• Resourcing_
• Hire adequate and right resources for the team

Talent Management

• Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
• Build an internal talent pool and ensure their career progression within the organization
• Manage team attrition
• Drive diversity in leadership positions

Performance Management

• Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
• Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and Engagement

• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to build engagement within the team

Other Responsibilities

• Organize fun hours on Friday for the team to promote team engagement_
• Fix any deviations
• Display_
• Lists the competencies required to perform this role effectively :

Hiring & Talent Acquisition

• Talent Acquisition_
• Hiring
• IT_

Systems and Platforms

• Talent Transformation Team, Competency Group_
• Plan and support delivery of Technical Trainings, knowledge sharing- External_
• Clients / Customers_
• Client connect to give updates and get feedback on the process.

Stakeholder Interaction Sub-Types

• Internal
• Delivery Lead
• Cadence around margins and revenues
• Quality_
• Process improvements
• Transition Team
• Handover process- RMAC
• Risk compliance
• HR_

Competencies

• Domain / Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES / BPO industry -
• Competent
• Technical Knowledge - FLM Certification by Wipro, Knowledge of operational processes, quality certifications etc. in a BPO / ITES setup
• Competent
• Project Management - Knowledge of project management and hands on experience in Agile methodology -
• Competent
• Competency Levels
• Foundation
• Knowledgeable about the competency requirements.
• Demonstrates (in parts) frequently with mínimal support and guidance.
• Competent
• Consistently demonstrates the full range of the competency without guidance.
• Extends the competency to difficult and unknown situations as well.
• Exper