Team Lead

Wipro Ltd.; Philippines; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Wipro Limited in Quezon City, Philippines is seeking a Team Lead to ensure seamless delivery on assigned SLAs and to be responsible for all aspects of performance management and development of colleagues.

Key duties include people management, operational leadership, stakeholder engagement, and hands-on support for client queries to maintain high service levels and customer satisfaction.

Formación

• Experience in people management and coaching.
• Ability to manage SLAs and performance development.
• Strong stakeholder coordination and process adherence.

Responsabilidades

• Lead team to deliver on SLA commitments and drive performance reviews.
• Coordinate monthly operational rhythms and resource planning.
• Provide customer service guidance and troubleshoot client queries.

Conocimientos

People management

Operational management

Stakeholder management

Herramientas

Tracking software

Descripción del empleo

Team Lead

Company : Wipro
Job Type : Full Time
Quezon City, Philippines
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Job Description - Team Lead

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

PositionSummary:

The purpose of the role is to ensure seamless delivery on assigned SLA's and be responsible for all aspects of Performance Management & Development of colleagues (planning, review, recognition, coaching, etc.).

Core Responsibilities

• People Management (Team management, Coaching & Development, Resource Management)
• Operational Management - Monthly rhythms and routines
• Process and Project Participation
• Stakeholder Management

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of all customer queries as per the standard procedures and guidelines
• Accurately process and record all incoming call and email using the designated tracking software
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver

• No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
• No Performance Parameter Measure 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
• Mandatory Skills: Health and Welfare (HW)
• .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.