Senior Team Leader

Wipro Philippines Inc.; Cebu City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Wipro Philippines Inc. is seeking a Senior Team Leader to head large-scale contact center operations from Cebu. The role emphasizes achieving customer service targets, operational excellence, and robust stakeholder engagement.

You will guide a team of 70+ associates, coach leaders, and drive performance metrics through data-driven actions in a nightshift onsite setting.

Qualifications

• 4+ years in a contact center/BPO environment.
• 2+ years in a leadership or people-management role.
• Experience managing large teams and supervisors.
• Strong customer service orientation and stakeholder management.
• Proven performance management and operational excellence experience.

Responsibilities

• Lead day-to-day contact center ops for 70+ associates.
• Drive achievement of customer service, ops, and business goals.
• Monitor KPIs: CSAT, NPS, AHT, SLA, Quality, Productivity, Volume.
• Develop action plans based on insights and trends.
• Conduct performance reviews, coaching, development plans.
• Foster employee engagement; manage absenteeism and attrition.
• Oversee reporting, resource planning, admin tasks for efficiency.
• Build and maintain client/stakeholder relationships.
• Handle escalations and ensure timely resolutions.
• Participate in process improvements and value-added solutions.
• Analyze reports and dashboards for improvement opportunities.

Skills

Leadership

Contact Center

Stakeholder Mgmt

Performance Mgmt

Operational Excellence

Team Management

Tools

Excel

PowerPoint

Job description

Location: Cebu

Work Setup: Onsite | Nightshift

About the Role

We are looking for a results-driven Senior Team Leader to lead large-scale contact center operations and drive exceptional customer experience, operational excellence, and business performance. The ideal candidate will have strong leadership capabilities, extensive BPO experience, and a proven track record in managing large teams while consistently delivering key business metrics.

Key Responsibilities

• Lead and manage day-to-day contact center operations for a team of more than 70 associates.

• Drive the achievement of all customer service, operational, and business goals.

• Monitor and improve key performance indicators (KPIs) including CSAT, NPS, AHT, SLA, Quality, Productivity, and Volume.

• Develop and execute action plans based on operational insights and performance trends.

• Conduct regular performance reviews, coaching sessions, and development plans for leaders and team members.

• Foster employee engagement while managing absenteeism and attrition.

• Oversee reporting, resource planning, and administrative tasks to ensure operational efficiency.

• Build and maintain strong relationships with clients and stakeholders.

• Handle escalations effectively and ensure timely resolution of customer concerns.

• Participate in process improvement initiatives and recommend value-added solutions.

• Analyze operational reports and dashboards to identify opportunities for continuous improvement and training.

Qualifications

• Minimum 4 years of experience in a Contact Center or BPO environment.

• Minimum 2 years of experience in a leadership or people management role.

• Experience managing large teams and overseeing supervisors directly or indirectly.

• Strong customer service orientation and stakeholder management skills.

• Proven experience in performance management and operational excellence.
  

Required Skills

• Strong knowledge of contact center operations and performance metrics.

• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

• Excellent verbal, written, and presentation skills.

• Strong analytical and reporting capabilities.

• Ability to influence, motivate, and develop teams.

• Effective problem-solving and decision-making skills.

• Strong interpersonal and relationship-building skills.

• Ability to work independently and collaborate with senior leadership and client stakeholders.

• Experience in goal setting, performance tracking, and coaching.