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Title:  Team Lead (Sales)

Requisition ID:  44640
City:  Cebu
Country/Region:  PH
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

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. 
 

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Job Responsibilities: 

 

  • Responsible for coaching, shadowing and supporting their agents directly. effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
  • Identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement.
  • Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers.
  • Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
  • Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents.
  • Able to adjust messaging to different target audiences (agent, Ops Manager) with to-the-point communication.
  • Able to adapt quickly to changes in workflows/processes/procedures/product features.
  • Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
  • Clearly outline current performance drivers of their market and actions to improve.
  • Maintain a professional and personable demeanor at all times.

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Job Qualifications

 

  • Minimum 12 months of experience in managing teams for contact center services
  • 2-4 years of overall Experience.
  • College Graduate / College Undergraduate (atleast 2nd year completed units)
  • Experience and knowledge in people management
  • PC basic knowledge, typing on PC using keyboard shortcuts
  • Communication skills
  • Coping with stressful situations
  • Selling skills
  • Microsoft office (Outlook, Word, Excel)
  • Knowledge of data issues
  • Focus on customer experiene
  • Hospitality industry customer care experience is a PLUS
  • Amenable to work on night shift

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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 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.

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