Group Lead - Telecom domain

Wipro Technologies; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Wipro Limited is seeking a skilled leader to drive a Telecom ISP repair team, focusing on SLA adherence, productivity, and customer satisfaction. You will coach, monitor KPIs, and manage real-time queue decisions to ensure top performance.

Ideal candidates have 2+ years of experience in ISP repair team management and strong coaching abilities, with a proven track record of delivering results in a fast-paced, customer-focused environment.

Qualifications

• Minimum 24 months of experience in managing teams for Telecom ISP repair and troubleshooting.
• Strong people management and coaching skills.

Responsibilities

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

Team leadership

Data analysis

Real-time decision-making

Conflict management

Job description

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

• 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.

• 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

Voice Fulfilment.Experience: 3-5 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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.