Team Leader (Order Management - Telecom)

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 delivery, SLA/KPI management, customer service, and effective team handling.

You will oversee daily operations, ensure SLAs and KPIs are met, coach and review performance, manage attendance and attrition, and provide updates to stakeholders. Strong communication and leadership are essential.

Qualifications

• 2-4 years of experience in BPO/Order Management.
• Minimum 2 years of experience as a Team Leader.
• Strong communication and stakeholder management skills.
• Experience with MPLS/SDWAN delivery is a plus.

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

Customer service

Team handling

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.