Team Lead

Wipro; Philippines; On-site; PHP 558,000 - 781,000; Full time

Job summary

Wipro is seeking a Team Lead in Quezon City, Philippines to oversee delivery on assigned SLAs and manage performance and development of team members. The role emphasizes coaching, process adherence, and excellent customer support.

The candidate should have 1–3 years of relevant experience, strong communication skills, and the ability to drive operational excellence within a dynamic technology services environment. Join a global leader in digital transformation.

Qualifications

• 1-3 years of experience in a customer service or team-lead role.
• Strong coaching and mentoring abilities.
• Proven track record of delivering quality service and meeting SLAs.

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 guiding users through step-by-step solutions
• Assist clients with navigating product menus and understanding features
• Troubleshoot client queries in a courteous and professional manner
• Maintain logs and records of all customer queries
• Record all calls and emails using tracking software
• Offer alternative solutions to retain customers and business
• Communicate ideas clearly to listeners and adapt messages
• Follow up with customers to ensure contract/SLAs compliance
• Build capability for operational excellence and superior service levels
• Attend product trainings and stay updated on features
• Enroll in trainings as required by client
• Collaborate with team leaders to identify learning themes
• Engage in self-learning to broaden knowledge

Skills

People Management

Coaching

Customer Service

Communication

Job description

Team Lead

Company: Wipro
Job Type: Full Time
Location: Quezon City, Philippines

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.

Job Description

Position Summary

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 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.