Team lead - network domain

Wipro Technologies; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Wipro Limited in India is seeking a Telecom Provisioning Lead to drive service delivery performance and coach agents to maintain high customer service standards. You will manage daily attendance, attrition, floor policies, and performance reviews, and you will ensure adherence to SLAs while guiding the team through MPLS and SD-WAN provisioning challenges.

Candidates should have 1–3 years in telecom provisioning and strong communication skills; lead cross-functional collaboration across units,

Qualifications

• Experience in Order and Delivery Management of MPLS, SD-WAN platforms.
• Understand MPLS networks and guide the team technically.
• Proven experience as a Team Leader or similar position.
• Experience in managing order management processes.
• Knowledge of performance evaluation and KPI/SLA management.
• Strong reporting and analytics capabilities.

Responsibilities

• Develop objectives for day-to-day activities of the team.
• Coach and train agents to maintain high customer service standards.
• Monitor ordering, chat/phone handling and procedures.
• Evaluate performance using key metrics.
• Prepare reports for departments or upper management.
• Manage stakeholder relationships and continuous improvement.
• Lead weekly performance reviews and ensure SLA targets.

Skills

English communication

Order and Delivery Management

MPLS & SD-WAN knowledge

Team leadership

KPI & SLA management

Reporting & analytics

Tools

MS Office

Call center software

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 metrics of the process.

Responsibilies: Is responsible for service delivery SLAs, KPIs agreed between Wipro and Client. He/She is responsible for managing teams together to ensure all client metrics are achieved. He/She is responsible for Process Level Compliance and process level projects.

• Develop objectives for the teams day‑to‑day activities
• Coach and provide training to the agents to maintain high customer service standards
• Monitor and improve ordering, Chat/telephone handling and other procedures
• Evaluate performance with key metrics
• Prepare reports for different departments or upper management
• Stake holder management
• Develop and execute plan for continuous improvement
• Conduct weekly performance reviews.
• Overall responsibility for achieving Client’s service level expectations and maintaining high quality delivery
• Has clear understanding of customer KPIs.
• Manages efficient work allocation and tracks the overall performance of team members
• Manages daily team attendance
• Manages team attrition
• Ensures floor policies are followed
• Manages administrative tasks
• Keeps oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keeps all company information which includes customer information confidential and secured

REQUIRED SKILLS

Requirements

• Should understand (Read, Write and communicate) in English
• Experience in Order and Delivery Management of MPLS, SDWAN technical delivery platform
• Understand MPLS Networks and platforms and can provide guidance to team technically.
• Proven experience as Team leader or similar position
• Experience in Managing Order management processes required
• Knowledge of performance evaluation and customer service delivery metrics
• Solid understanding of reporting
• Experience in KPIs and SLA management essential
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem‑solving ability
• Positive and patient

Behavioral skills

• Ability to work & communicate with people across organizational units. Service oriented and customer focused
• Ability to prioritize tasks appropriately.
• Ability to lead people on multi‑functional efforts.
• Decision making skills.
• Leading by Example and ability to handle stressful situations.
• Expected to work closely with the agents in the team for implementation of uniform compliance and delivery practices.
• To manage the incoming work volumes for all associated task of the role to ensure performance targets achieved.
• Groom new agents on ensuring they come up the curve and achieve BAU competencies as per the agreed timelines with the Manager.

Graduates with Lead experience is a mandate into Telecom domain

Mandatory Skills: Telecom Provisioning.Experience: 1-3 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.

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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.