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Engaged Employer

Wipro

Compare

3.7

based on 52.1k Reviews

792 Wipro Jobs

Team Leader - CC

Wipro Limited

3.7

based on 52.1k Reviews

3-7 years

₹ 2.65 - 7.25L/yr (AmbitionBox estimate)

Pune

Team Leader - CC

Wipro

posted 5hr ago

Job Role Insights

Flexible timing

Key skills for the job

Team Leading Coaching Performance Management Team Management Process Training Quality Improvement

Job Description

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 >

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.

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 clients 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

Employment Type: Full Time, Permanent

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What people at Wipro are saying

3.6

Rating based on 542 Team Lead reviews

Anonymous · Customer Success, Service & Operations in Hyderabad / Secunderabad

Likes

100% job security

Skill development - Excellent

+4 more

Dislikes

Office politics and manager favouritism, you will get benifits if you are buttering your manager. If you are dedicative and sincere towards your job then it's not use, all the credits will be taken care by your manager.

Read 542 Team Lead reviews