Job Description
Job Title:  Customer Account Resolution Team Lead
City:  Atlanta
State/Province:  Georgia
Posting Start Date:  7/13/26
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: 

Job Description

Customer Account Resolution Team Lead

Job-Type: Full-time temporary position

Location: 2858 Woodcock Blvd, Chamblee, GA 30341 (onsite only)

Work authorization: US Citizen or US Green Card only

Pay: $58-61K per year

Hours: Monday-Friday (various shift times start early as 7:00am EST and end as late as 7:00pm EST)

 

 ****THIS FULL TIME TEMPORARY POSITION STARTS AUGUST 24, 2026 AND ENDS APRIL 30, 2027****

The Customer Account Resolution Team Lead is responsible for leading, coaching, and developing a team of approximately 15 Customer Service Representatives to achieve operational excellence and deliver an exceptional customer experience. This role drives individual and team performance through continuous coaching, performance management, and accountability while ensuring compliance with company policies, data security standards, and operational procedures.

The Team Leader serves as the primary point of escalation for complex customer concerns involving billing, account management, service requests, and emergency situations. Working closely with Operations, Quality, Training, and Workforce Management, this role ensures the team consistently meets business objectives, service level expectations, and key performance indicators (KPIs).

Key Responsibilities

  • Lead, coach, and develop a team of approximately 15 customer service representatives in a fast-paced environment.
  • Drive team performance by monitoring and achieving key performance indicators (KPIs), including customer satisfaction, quality, productivity, attendance, schedule adherence, first-call resolution, and service levels.
  • Conduct regular one-on-one coaching sessions, performance discussions, and formal performance evaluations to support employee growth and accountability.
  • Develop performance improvement plans and provide ongoing coaching to address performance gaps while recognizing and reinforcing high performance.
  • Handle escalated customer issues involving complex billing, account concerns, service requests, and emergency situations, ensuring timely and effective resolution.
  • Monitor call quality and operational performance, providing actionable feedback to improve customer experience and business outcomes.
  • Ensure compliance with company policies, regulatory requirements, operational procedures, and data security standards.
  • Maintain ownership of operational data by ensuring its accuracy, integrity, confidentiality, and timely reporting to leadership and management.
  • Analyze team performance metrics and trends to identify opportunities for process improvement and operational efficiency.
  • Foster a positive, inclusive, and high-performance team culture through employee engagement, recognition, communication, and continuous development.

Qualifications

  • High school diploma or equivalent required.
  • 2–3 years in customer service (utilities preferred)
  • Minimum 1 year of leadership or supervisory experience in people management or Team Lead role.
  • Experience managing performance metrics and leading teams to achieve operational goals.
  • Strong knowledge of customer service operations, billing processes, account management, and customer issue resolution.

Preferences

• Utilities domain experience (Gas/Electric)

• Experience in regulated environment

 
Mandatory Skills: Billing, Metering etc .

 

Experience: 1-3 Years .

 

The expected compensation for this role ranges from $37,500 to $83,600 .

 

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

 

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

 

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

 

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.
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If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. 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 at ombuds.person@wipro.com.

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.