Team Lead, Customer Support & Performance Coaching

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 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.