Order Management Team Lead

Wipro; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

Wipro is seeking an experienced Team Leader - Order Management to lead a telecom order delivery operations team in Pune. The role requires hands-on expertise in Order Management, MPLS/SDWAN, SLA/KPI management, customer service, and strong people management skills.

The candidate will manage daily operations, monitor performance against KPIs, coach team members, and drive process improvements while ensuring compliance.

Qualifications

• 2-4 years of experience in BPO/Order Management.
• Minimum 2 years of experience as a Team Leader.
• Strong understanding of MPLS, SDWAN, and Telecom Networks.
• Experience managing KPIs, SLAs, and team performance.
• Strong communication and stakeholder management skills.
• Good reporting and MS Office skills.
• Proven people management and leadership abilities.

Responsibilities

• Manage day-to-day team operations and work allocation.
• Ensure achievement of all client SLAs, KPIs, and quality metrics.
• Monitor order delivery and customer service performance.
• Conduct coaching sessions, training, and performance reviews.
• Manage attendance, productivity, and attrition.
• Prepare operational reports and stakeholder updates.
• Drive process improvements and compliance adherence.
• Provide technical guidance on MPLS and telecom delivery processes.

Skills

Order Management

MPLS/SDWAN

SLA KPI management

Team leadership

Customer service

Stakeholder management

Reporting

Tools

MS Office

Job description

We are looking for an experienced Team Leader - Order Management to manage a team supporting telecom order delivery operations. The candidate should have hands-on experience in Order Management, MPLS/SDWAN delivery, SLA/KPI management, customer service, and team handling.

Key Responsibilities

• Manage day-to-day team operations and work allocation.
• Ensure achievement of all client SLAs, KPIs, and quality metrics.
• Monitor order delivery and customer service performance.
• Conduct coaching sessions, training, and performance reviews.
• Manage attendance, productivity, and attrition.
• Prepare operational reports and stakeholder updates.
• Drive process improvements and compliance adherence.
• Provide technical guidance on MPLS and telecom delivery processes.

Required Skills

• 2-4 years of experience in BPO/Order Management.
• Minimum 2 years of experience as a Team Leader.
• Strong understanding of MPLS, SDWAN, and Telecom Networks.
• Experience managing KPIs, SLAs, and team performance.
• Strong communication and stakeholder management skills.
• Good reporting and MS Office skills.
• Proven people management and leadership abilities.