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
Join Wipro Philippines Inc as a Team Lead, where you will significantly influence the process delivery landscape. In this pivotal role, your leadership will be instrumental in promoting operational excellence and enhancing team performance. You will establish a robust communication framework with stakeholders, ensuring smooth operations and positioning your team for success. As a champion of digital transformation, you will utilize your deep customer service experience to foster strong client relationships and advance team productivity, paving the way for innovative practices within your unit.
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Key Responsibilities:
Ensure Alignment with Client Expectations
- Lead daily briefings to set performance expectations and deliver constructive feedback, ensuring the team remains aligned with quality standards and contract obligations.
- Effectively document and communicate meeting outcomes, ensuring all team members understand performance insights and actions needed to excel.
- Prepare detailed reports and present performance data to clients, fostering an atmosphere of transparency and accountability for optimal client management.
- Maintain relationships through regular communication with clients, providing updates and gathering feedback to uplift the client experience.
- Conduct in-depth analyses of performance metrics to identify improvement areas and implement effective solutions collaboratively with the team.
- Create data-driven presentations on performance outcomes for management discussions, assisting in strategic decision-making.
- Work closely with stakeholders to tackle challenges that may arise and ensure that deliverables exceed customer expectations.
- Engage in workforce planning activities, contributing valuable insights into forecasting and resource allocation.
- Devise team-building initiatives that advocate for inclusivity, improving team dynamics and overall morale.
- Investigate automation solutions to optimize workflows and bolster team efficiency, ensuring continuous improvement.
- Performance Management
- Examine performance data to ascertain trends and identify team members requiring additional support.
- Customize coaching and feedback to empower team members for enhanced performance outcomes.
- Develop and implement structured Performance Coaching & Counseling Plans that assist in employee growth and retention.
- Continuously monitor team performance, providing real-time feedback and ongoing support to solidify skill sets.
- Identify training needs for new team members to ensure they are adequately equipped for success.
- Lead training sessions on new processes or client directives, ensuring team preparedness and compliance.
- Stakeholder Engagement
- Actively connect with both internal and external stakeholders to guarantee adherence to quality standards across processes.
- Effectively communicate project milestones and updates to both clients and upper management, ensuring everyone is on the same page.
- Take part in monthly reviews with leadership to provide insights on account progress.
- Collaborate with the quality assurance team to enhance service delivery and prepare for client audits.
- Respond promptly during escalations, working towards swift resolution of issues that may affect service quality.
- Holistic Team Management
- Talent Acquisition
- Identify and recruit exceptional talent, building a team that is cohesive and aligned with company values
- Talent Development
- Design and implement comprehensive onboarding programs that maximize employee potential
- Develop a talent pipeline through tailored career progression pathways
- Implement strategies to improve retention, fostering an environment where employees feel valued
- Encourage and promote diversity across all levels of the team
- Performance Management
- Establish clear performance targets and consistently review to ensure ongoing development
- Use the Performance Nxt tool to hold team members accountable for their contributions
- Employee Engagement and Satisfaction
- Drive initiatives that boost employee morale and promote active participation in team activities
- Utilize feedback metrics to proactively identify and address employee concerns
Qualifications
Qualifications
- Minimum of 2 years experience in a leading role within a retail campaign, or similar environment
- Open to undergraduates who are eager to learn and demonstrate potential
- Strong verbal and written communication skills, with an emphasis on effective stakeholder interaction
- Ability to analyze performance metrics and implement necessary changes for improvement
- A passion for driving results and fostering teamwork, while embracing innovation and change
Mandatory Skills: Customer Service Helpdesk.
Experience: 1-3 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. 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.