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Team Lead
Job Location:
Job Location:
Cebu - Philippines
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
12 October 2026 (Yesterday)
Posted:
Application Deadline:
9 January 2027
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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 230000 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 . Mandatory Skills: Customer Service Helpdesk. 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.
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.
PRINCIPAL RESPONSIBLITIES
- Responsible for managing a production team of 10-15 agents
- Ensure that the team meet/exceeds all the KPIs on daily/monthly basis. Including absenteeism CSAT AHT Quality etc..
- Motivating associates through effective management career development & implementation of reporting mechanisms.
- Ensure Coaching and feedback are done and documented on defined intervals. Help in planning goals and objectives for the agents
- Capable of handling client escalations
- Liasion with other deparments like MIS and Quality for calibrations and to gather feedback and mold it into qualititative feedback for the agent
- Conducting Team outings huddles and other RnR activities
- Mentor and assist new entrants in the team
- Review and display the teams and process performance weekly. Review stacks rankings with associates monthly. End of year do the PMS exercise
- Drive Pragati GB and SS projects in the process
- Take production calls/chats whenever required
CRITICAL SKILLS REQUIRED
- Excelent working knowledge of computer i.e. MS-Office Operating Systems internet services & Online tools
- Excellent verbal & written communication & presentation skills
- Good Interpersonal & people management skills with good problem solving approach
- Good analytical skills for MIS number crunching & reporting to internal & external customers
- Ability to exercise managerial judgment and perform as a mentor
QUALIFICATIONS
- College Graduate
- Minimum of 1-2 years experience in a Team Leader position is required in a Contact Center / BPO
- Experience in Voice/Chat support in a Contact Center/BPO is required
Required Experience:
Manager
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
