Team Leader

Wipro Technologies; Manila; On-site; PHP 500,000 - 800,000; Full time

Job summary

Wipro Limited in the Philippines seeks a Performance Management & Development lead to ensure SLA delivery and to drive coaching, performance reviews, and team development. The role involves partnership with stakeholders, operations management, and ongoing training to keep the client experience top-notch.

The ideal candidate brings 1–3 years in a similar role, strong people skills, and a customer-centric mindset to sustain high-quality service levels.

Qualifications

• 1–3 years experience in a similar role.
• Experience with customer service and IT helpdesk support is a plus.
• Knowledge of health and welfare (HW) processes is beneficial.

Responsibilities

• Lead team performance management and development, including planning, reviews and coaching.
• Oversee monthly operational rhythms and routines.
• Engage in process and project participation with stakeholders.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
• Provide product support and guide users through step-by-step solutions.

Skills

People Management

Coaching

Customer Service

Troubleshooting

Documentation

Time Management

Job description

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 customersand clientsbusiness
• 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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.