Group Lead - Telecom domain

Wipro; Maharashtra; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Wipro in Maharashtra, India seeks an experienced team lead to manage repair operations for a telecom ISP support team. You will drive performance metrics, coach staff, and ensure high customer satisfaction, while maintaining strict adherence to SLAs and processes.

The role emphasizes real-time decision-making, escalation handling, and ongoing performance reviews to sustain service quality and efficiency.

Qualifications

• Minimum 24 months of experience in managing teams for Telecom ISP repair and troubleshooting.

Responsibilities

• Manage day-to-day repair operations for a team, ensuring SLA adherence, productivity, and customer satisfaction.
• Manage daily operations for a team handling repair voice calls.
• Drive MTTR, FCR, AHT, CSAT, and adherence performance.
• Conduct regular coaching and performance reviews.
• Handle escalations and agent support.
• Ensure SLA compliance and process adherence.

Skills

People management

Coaching skills

ISP KPIs

Real-time decision-making

Queue management

De-escalation

Data analysis

Performance management

Job description

Job description

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

Key competences

• Strong people management and coaching skills


• Solid understanding of ISP repair KPIs


• Real-time decision-making and queue management capability


• De-escalation and conflict management skills


• Data analysis and performance management abilityitiative

Minimum 24 months of experience in managing teams for Telecom ISP repair and troubleshooting.

Responsibilties:

Manage day-to-day repair operations for a team, ensuring SLA adherence, productivity, and customer satisfaction.

Key Responsibilities:

• Manage daily operations for a team handling repair voice calls


• Drive MTTR, FCR, AHT, CSAT, and adherence performance


• Conduct regular coaching and performance reviews


• Handle escalations and agent support


• Ensure SLA compliance and process adherence

Mandatory Skills: Voice Fulfilment.

Experience: 3-5 Years.

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