Group Leader
City: Hyderabad
State/Province: Telangana
Posting Start Date: 4/20/26
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
As a Senior FLM or Group Lead or Tenured FLM, you are responsible for leading a team of production agents in assigned queue/ process. You are responsible for meeting the assigned productivity and quality targets for the team, you also mentor and troubleshoot team issues as first level of escalation.
A tenured FLM role would be, when one is a First Line Manager however with a larger span. E.g., in a typical front office business, a Team Leader (B1 band) is a FLM role, whereas Group Leader (B2 band) is a Tenured FLM role.
In voice business, the median ratio (1 FLM: number of Production Specialist) is 12-13
In non-voice business, the median ratio (1 FLM: number of Production Specialist) is 8-10 or 10-12
PRINCIPAL RESPONSIBLITIES:
- Responsible for managing the performance for the team of Production Specialist
- Responsible for responding back to the client and internal stakeholders in an efficient and professional manner
- Handles and resolves customer complaints- identify and escalate priority issues
- Build a strong personal customer rapport and establish engagement to drive positive customer experience
- Ensures compliance with all company and departmental policies, procedures, and guidelines
- Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization
- Data Analysis - Analysing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports
- Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition
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- Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement.
CRITICAL SKILLS REQUIRED:
- At least 18 months of experience as FLM or TL
- Experience working in a QA as Service business unit in BPS
- Excellent Communication Skills (Verbal & Written)
- Strong interpersonal & influence management skills and decision-making skills
- Ability to work & communicate with people across organizational units and locations. Strong Team building skills
- Ability to think strategically & translate strategy into measurable action plans
- Strong analytical skills with an ability to solve a problem with a win-win negotiation approach
- Ability to lead people on large, multi-functional efforts. Motivating associates through effective management and constructive feedback
- Should have excellent knowledge of Customer Service, Taking Ownership, Service Recovery, Performance Management, Employee Coaching and Mentoring
- Leading by Example and ability to handle stressful situations
- Is able to make judgment calls on risk rating, is able to interpret and apply policy
- Ensure quality sampling targets (ISO) are met, systems and measures are robust. Collaborate with internal and external stakeholders to deliver to the business' strategic plans in relation to quality improvement
- Act as the point person for escalations/queries around the remediation work Manage stakeholder expectations
Mandatory Skills: Geographic Information Systems(Maps) .
Experience: 3-5 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.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion