Team Lead

Wipro Philippines Inc.; Cebu City; On-site; PHP 720,000 - 900,000; Full time

Job summary

Wipro Philippines Inc. in Cebu is seeking an experienced Team Leader to manage a production team and drive KPI performance. This onsite night-shift role focuses on CSAT, AHT, quality, and attendance, with coaching and escalation responsibilities.

You will mentor new team members, conduct regular performance reviews, and coordinate with MIS and Quality teams to sustain service levels.

Qualifications

• 1–2 years of team leadership experience in a contact center or BPO.
• Experience supporting voice or chat operations.
• Strong communication, people management, and analytical skills.
• Proficient in MS Office and basic reporting tools.

Responsibilities

• Manage, motivate, and develop a team of associates.
• Monitor daily and monthly performance against key metrics.
• Conduct and document regular coaching and feedback sessions.
• Handle client escalations and coordinate with MIS and Quality teams.
• Facilitate team huddles and engagement initiatives.
• Mentor new team members and support their development.
• Review weekly team performance and monthly rankings.
• Manage annual performance reviews and improvement projects.
• Handle production calls or chats when required.

Skills

Team Leadership

Communication

People Management

Analytical Skills

Reporting

Problem Solving

Tools

MS Office

Operating Systems

Internet Tools

Job description

Location: Cebu

Work Setup: Onsite | Nightshift

We are looking for an experienced Team Leader to manage a production team of associates and ensure the consistent achievement of operational KPIs, including CSAT, AHT, Quality, and attendance.

Key Responsibilities

• Manage, motivate, and develop a team of associates
• Monitor daily and monthly performance against key operational metrics
• Conduct and document regular coaching and feedback sessions
• Handle client escalations and coordinate with MIS and Quality teams
• Facilitate team huddles, recognition activities, and employee engagement initiatives
• Mentor new team members and support their development
• Review weekly team performance and monthly stack rankings
• Manage annual performance reviews and improvement projects
• Handle production calls or chats when required

Qualifications

• Minimum of 1 to 2 years of Team Leader experience in a Contact Center or BPO
• Experience supporting voice or chat operations
• Strong communication, people management, analytical, reporting, and problem-solving skills
• Proficiency in MS Office, operating systems, internet services, and online tools