Team Lead, Client Service & Operations

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

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.