Team Lead

Wipro Technologies; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Wipro Limited in the Philippines seeks a Team Leader to drive a production team of 10-15 agents in a fast-paced contact center. You will ensure daily/monthly KPIs, coach associates, and manage client escalations with a focus on quality, CSAT, and process improvement.

You will collaborate with MIS and Quality, participate in goal setting, and contribute to performance reviews and PMS cycles while modeling professional, inclusive leadership.

Qualifications

• 1–2 years in a Team Leader role in a Contact Center/BPO.
• Experience in Voice/Chat support.
• Strong Excel and MIS/reporting capabilities.

Responsibilities

• Manage a production team of 10-15 agents and achieve KPIs.
• Coach and develop associates; manage escalations.
• Coordinate with MIS and Quality for feedback and calibration.
• Review team performance weekly and PMS annually.
• Take production calls/chats when required.

Skills

Team leadership

Communication skills

Interpersonal skills

Analytical skills

Education

College Graduate

Tools

MS Office

MIS reporting

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 metrices of the process.

PRINCIPAL RESPONSIBLITIES

• Responsible for managing a production team of 10-15 agents
• Ensure that the team meet/exceeds all the KPIs on daily/monthly basis. Including absenteeism, CSAT, AHT, Quality etc..
• Motivating associates through effective management, career development & implementation of reporting mechanisms.
• Ensure Coaching and feedback are done and documented on defined intervals. Help in planning goals and objectives for the agents
• Capable of handling client escalations
• Liasion with other deparments like MIS and Quality for calibrations and to gather feedback and mold it into qualititative feedback for the agent
• Conducting Team outings, huddles and other RnR activities
• Mentor and assist new entrants in the team
• Review and display the teams and process performance weekly. Review stacks rankings with associates monthly. End of year do the PMS exercise
• Drive Pragati, GB and SS projects in the process
• Take production calls/chats whenever required

CRITICAL SKILLS REQUIRED

• Excelent working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
• Excellent verbal & written communication & presentation skills
• Good Interpersonal & people management skills with good problem solving approach
• Good analytical skills for MIS, number crunching & reporting to internal & external customers
• Ability to exercise managerial judgment and perform as a mentor

QUALIFICATIONS

• College Graduate
• Minimum of 1-2 years experience in a Team Leader position is required in a Contact Center / BPO
• Experience in Voice/Chat support in a Contact Center/BPO is required

Mandatory Skills: Customer Service Helpdesk.Experience: 1-3 Years.

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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

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.