Job Description

In the capacity of Team Lead at Wipro Philippines Inc., you will be instrumental in driving the overall performance of your team. Your primary objective will be to effectively execute strategies and enhance team metrics by supervising key performance indicators (KPIs). This position requires a proactive approach to ensure that all team activities align with overarching client goals while fostering a culture of continuous improvement and professional development. By creating a collaborative and engaging work environment, you will not only facilitate team growth but also support the delivery of exceptional service to our clients. Your leadership will play a critical role in mentoring team members, implementing training initiatives, and addressing challenges as they arise.

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• Drive the achievement of monthly KPI targets encompassing upsells, member rewards, credit acceptance, and customer satisfaction (CSAT) metrics as a core function of your leadership.
• Participate actively in service observation and quality assurance by listening to recorded calls to ensure service standards are met.
• Collaborate with the domestic management team to attend all Quality Assurance (QA), CSAT, and metric calibration meetings via Teams.
• Engage in real-time problem-solving by supporting the team through ongoing challenges as they present themselves.
• Maintain meticulous records of team performance and coordinate quality improvement sessions regularly.
• Provide essential floor support for team members as they navigate immediate, real-time challenges.
• Oversee schedule adherence, shrinkage, and attrition to optimize team efficiency.
• Conduct comprehensive weekly reviews with the client's support team manager, ensuring effective communication and management continuity in the absence of your direct supervisor.
• Inspire and motivate team members through effective communication of team goals and identifying opportunities for new training and skill development.
• Assist management with the hiring process and provide thorough training for new team members to ensure a smooth onboarding experience.
• Act as a point of contact for team member inquiries and facilitate resolutions for any arising issues, while ensuring adherence to company guidelines and quality standards.
• Communicate clear deadlines and performance goals to team members to promote accountability.
• Develop and implement strategies designed to bolster team adherence to company policies and performance objectives.
• Host regular team meetings to share best practices, updates, and the expectations of ongoing performance.
• Create and disseminate in-depth reports on team performance, mission-related objectives, and timelines to stakeholders.
• Ensure all company branding materials and physical working spaces meet or exceed established presentation standards.
• Deliver outstanding customer service through direct interactions, responding to inquiries, and effectively resolving customer complaints.

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Qualifications for the role include:

• A minimum of 2 years' experience in a supervisory role within a retail campaign, or a comparable setting, highlighting your leadership capabilities.
• Open to undergraduates who possess a strong desire to learn and demonstrate their potential for growth within the organization.
• Strong verbal and written communication skills are essential for effective interaction with stakeholders at all levels.
• Demonstrated capacity to analyze performance metrics, recognize areas for improvement, and implement strategic changes.
• A genuine passion for achieving results and promoting teamwork, alongside a commitment to embracing innovation and continuous change.

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Competencies essential for success in the Team Lead role include:

• Client Centricity
• Passion for Results
• Execution Excellence
• Collaborative Working
• Learning Agility
• Problem Solving & Decision Making
• Effective Communication

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