Team Lead

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Requisition ID: 66620City: CebuCountry/Region: PHWipro 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 DescriptionTeam LeadFunction: OperationsJob: Team LeaderLocation: Cebu CityReporting to: Sr. Group Leader / Operations Manager͏Roles and Responsibilities:Oversee the management of a team of associates. Effectively address customer inquiries, diagnose issues, and deliver solutions for customer care challenges and service concerns, while coordinating escalations and assessing customer needs.

Inspire associates through adept management, career development strategies, and the implementation of reporting systems. Act as a liaison with other departments within the company that impact technical support. \Engage in one-on-one relationship management.

Conduct analysis of reports, including process dashboards and team performance metrics. Develop and initiate suitable action plans and training sessions. Manage team attendance and attendance incentives, while overseeing periodic shift-level projects and handling the administrative responsibilities of the group or shift.

Mentor and support new hires. Address customer complaints and provide resolutions for escalated calls. Ensure personal and team compliance with all company policies and procedures, including those pertaining to Information Security Management Systems.

Safeguard all company information, including customer data, ensuring it remains confidential and secure. ͏Qualifications:Undergraduates/Graduates with 2 to 3 years of work experience as a Team Leader (preferably in a telecommunications or travel voice line of business)Should have patience and not be overawed by difficult situations

Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction

Good 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.Expert knowledge of service procedures

Good analytical skills for MIS, number crunching & reporting to internal & external customers

Ability to exercise managerial judgment and perform as a mentor

Demonstrated Customer Service SkillsSituation handling skills

Amenable to work on rotational shift͏͏Mandatory Skills: Customer Service( Reservation). 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. Come to Wipro. Realize your ambitions.

Applications from people with disabilities are explicitly welcome.If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us *************** . Do not email your resume to this ID as it is not monitored for resumes and career applications. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group *************** .

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.