Team 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

PRINCIPAL RESPONSIBLITIES:

As an FLM or Team Lead (TL), you lead and manage a team of production specialists in assigned queue/ process and build a healthy & productive work environment. You are responsible for meeting the assigned productivity and quality targets for the team, which includes driving performance through CPMs, quality, compliance metrics and employee's engagement & retention. You also mentor and troubleshoot team issues as first level of escalation.

- Responsible for managing 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

- Identify coaching needs for the team members and providing required support and follow-up on a timely basis

- Data Analysis - Analysing data short-term long-term trends, report generation, graphical representation, business analytics report, management reports

- Data Reporting - Create and Maintain Location customer facing reports & Dashboards

- Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition

- Identify the challenges in meeting CPMs and work on action plan. Effectively communicate with Client / End Users

- Understands Quality Assurance from Operations perspective

- Understands vulnerabilities of products and services and works towards ZERO penalties

- Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement.

- Oversee the end-to-end management of the Quality Assurance Specialists team

- 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

CRITICAL SKILLS REQUIRED:

Must Have:

- Operating procedures

- Service Levels

- Process metrics

- Coaching Skills

- Eye for detail

- People Management and Performance Management

- Analytical Reasoning

- MIS awareness

- Escalation guidelines

- Regulatory requirements

- Proficient with MS Office (Word, Excel, PowerPoint)

Behavioural Skills and Attributes:

- Has the ability to make judgements based on practice and previous experience

- Excellent communication skills in order to provide client service

- Good listener and communicator who effectively conveys information verbally and in writing

- Strong interpersonal and people management skills

- Possess an ability to manage large and complex teams

- Be able to work and communicate with the people across organizational units, clients, Onshore counterparts, and other related teams

- Strong analytical skills with an ability to solve issues with a win-win negotiation approach

- Demonstrated and promote exceptional client service and the concept of clint delight

- Have an attitude to coach, groom, develop and mentor people

• Ensure process is executed as per the client contract
  
  
  • Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
  • Prepare notes from the huddle meetings and share it with the team
  • Prepare and share the performance data of the team with the client at the end of the shift
  • Interact with the client and prepare note to share updates and changes with the team
  • Review the performance on the key process metrices and conduct RCA to improve quality parameters
  • Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
  • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
  • Be part of the discussion between manager and WFM team on forecast and number of agents required
  • Organize fun hours on Friday for the team to promote team engagement
  • Identify opportunities for automation within the account and share it with the manager
  • Provide details and data to the automation team to support the automation initiative

• Drive performance of the team on the identified metrices of the process
  
  
  • Review last 6-8 weeks performance data (RAG) and identify low performers
  • Provide feedback and coach the outliers/ low performers to improve their performance metrices
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
  • Handhold the employees on performance on process and monitor for improvements
  • Identify training needs for new joiners especially and track their daily progress
  • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end

• 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

• 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