Team Leader

Wipro; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

Wipro in Manila is seeking a qualified supervisor to drive a customer service team focused on upsell opportunities and KPI performance. You will coach staff, monitor performance, and ensure adherence to quality standards while delivering excellent service.

The role requires experience in contact center operations, strong communication, and the ability to lead through change in a fast-paced environment.

Qualifications

• Bachelor's degree required.
• 2–4 years of contact center experience with at least 1 year in a supervisory role.
• Experience with upsell techniques and customer service processes.

Responsibilities

• Master all Associate-level responsibilities and upsell techniques.
• Achieve monthly KPI targets including upsells, rewards, credit acceptance, and CSAT scores.
• Participate in daily service observations and QA reviews (listening to recorded calls).
• Coordinate QA, CSAT, and metric calibration sessions via Teams.
• Conduct coaching sessions and provide real-time support to address challenges.
• Coach peers on upsell opportunities and effective upsell techniques.
• Maintain accurate team performance records and drive improvements with Quality teams.
• Provide on-floor support to guide team members in real-time service situations.
• Monitor schedules and manage shrinkage and attrition.
• Deliver weekly performance reviews to clients and report progress against goals.
• Support Team Manager during absences or delegated duties.

Skills

Verbal communication

Written communication

Team player

Attention to detail

Fluency in language

Adaptability

Strategic thinking

Problem solving

MS Office

Interpersonal skills

Education

Bachelor's Degree

Job description

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.

Responsibilities

• Must have mastered all Associate-level responsibilities and demonstrated full mastery of all FBB upsell techniques and procedures.
• Achieve monthly KPI targets, including upsells, member rewards, credit acceptance, and CSAT scores.
• Participate in daily service observations and Quality Assurance reviews, including listening to recorded calls.
• In coordination with the domestic management team, attend all QA, CSAT, and metric calibration sessions via Teams.
• Conduct coaching sessions and provide real-time support to address immediate challenges faced by the team.
• Coach and mentor peers on identifying potential upsell opportunities and applying effective upsell techniques to maximize results.
• Maintain accurate team performance records and coordinate sessions with Quality teams to drive improvements.
• Provide on-floor support to guide team members through real-time service situations.
• Monitor and ensure adherence to schedules, while actively managing shrinkage and attrition.
• Deliver weekly performance reviews to clients and report on progress against goals.
• Support the Team Manager by performing management duties during absences or as delegated.
• Motivate and encourage team members, clearly communicating team goals and identifying areas requiring training or skill reinforcement.
• Assist management with recruitment, onboarding, and training of new team members.
• Address team member questions, provide problem-solving support, and ensure work meets quality and compliance standards.
• Communicate performance goals, deadlines, and company expectations to the team.
• Develop and implement strategies to ensure adherence to company standards, regulations, and performance metrics.
• Lead team meetings to reinforce best practices, updates, and ongoing expectations.
• Generate and present detailed reports on team performance, objectives, and outcomes.
• Ensure all company brand standards, processes, and working environments meet or exceed expectations.
• Provide quality customer service when needed, including handling escalated inquiries and resolving complaints effectively.

Essential Hiring Skills

• Excellent verbal and written communication skills
• Team player with exceptional interpersonal and solution-oriented attitude.
• Attention to detail with the ability to complete a large volume of work quickly.
• Fluency in the language or a native speaker of the language in/for which service is being offered
• Cognitive Ability - Adaptable to learn new processes, concepts, and skills, Demonstrates the Ability to lead team adding positive attitude and business focus.
• Identify the challenges in meeting CPMs and work on action plan. Effectively communicate with Client / End Users
• Handles and resolves customer complaints- identify and escape priority issues
• Leading by Example and ability to handle stressful situations. They will be Level I escalated Sup Call handlers.
• Should have excellent knowledge of Customer Service, Taking Ownership, Service Recovery, Performance Management, Employee Coaching and Mentoring
• Ability to lead people on large, multi-functional efforts. Motivating associates through effective management and constructive feedback
• Strong analytical skills with an ability to solve a problem with a win-win negotiation approach
• Ability to think strategically & translate strategy into measurable action plans. Ability to work in a fast-paced deadline driven environment
• Computer applications i.e. MS – Office and on-line tools
• Strong interpersonal & influence management skills and decision making skill

Qualifications

• Bachelor's Degree
• Overall exp 2-4 years of contact center experience (on average) with 1 year minimum experience (on average) in a supervisory role.

Effective Team Management

• Resourcing
  • Hire adequate and right resources for the team
• Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition
  • Drive diversity in leadership positions
• Performance Management
  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team

Mandatory Skills: Customer Service Helpdesk .

Experience: 1-3 Years
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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.