Job Description
Job Title:  Team Lead-Customs Brokerage
Req Id:  103548
City:  Atlanta
State/Province:  California
Posting Start Date:  10/16/25
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

Position Summary
We are seeking a dynamic and experienced Team Leader to oversee a remote, non-voice customs brokerage support team. The ideal candidate will have prior experience in customs brokerage and a strong background in contact center operations. This role requires excellent leadership, communication, and problem-solving skills to guide the team in delivering high-quality service and meeting performance goals
 
Experience Level: 2–4 years total contact center experience, including at least 1 year in a supervisory role


 

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Key Responsibilities
  • Achieve monthly team targets and performance metrics.
  • Provide real-time floor support and coaching for operational challenges.
  • Maintain team records and coordinate quality sessions.
  • Monitor schedule adherence, shrinkage, and attrition.
  • Conduct weekly client reviews and performance updates.
  • Support hiring and onboarding of new team members.
  • Lead team meetings and communicate goals, deadlines, and best practices.
  • Resolve customer complaints and escalate priority issues as needed.
  • Ensure compliance with company standards and service guidelines.
  • Generate and share detailed reports on team performance and objectives.
  • Promote team engagement and skill development through mentoring and feedback.

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Essential Hiring Skills
  • Excellent verbal and written communication skills.
  • Strong interpersonal and solution-oriented attitude.
  • Attention to detail and ability to manage high volumes of work efficiently.
  • Fluency in the service language (native or near-native level).
  • Adaptability to learn new processes and lead with a positive, business-focused mindset.
  • Ability to handle stressful situations and lead by example.
  • Strong knowledge of customer service, performance management, and coaching.
  • Proficiency in MS Office and online tools.
  • Strategic thinking with the ability to translate goals into actionable plans.
  • Strong analytical and decision-making skills

Domain and Industry Knowledge: Customs brokerage practices, terminology, and regulatory frameworks.

Good to Have Skills
  • Effectively solves routine problems by gathering necessary information from customers.
  • Applies a systematic approach to problem-solving.
  • Demonstrates strong team collaboration and influence management. 
  • Customer Service Helpdesk 

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  • Stakeholder Interaction & Management 

    • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
    • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
    • Participate in monthly review meetings with Account Delivery leadership  updating them on the status and progress of the account
    • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
    • Provide timely assistance in case of an escalation and support resolution of escalations/ issues 

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  • 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 .

 

The expected compensation for this role ranges from $73,000 to $79,000 .

 

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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