As a Group Lead at Wipro, you will play a pivotal role in managing and mentoring a team of agents involved in order processing and management services. Your leadership will ensure high performance and continuous improvement, directly impacting the quality of service provided to our clients.
Key Responsibilities
- Coaching and Development. Mentor and support agents through coaching, shadowing, and performance feedback to foster an effective team environment.
- Performance Management. Utilize key dashboards and reporting tools to monitor team performance, ensuring alignment with KPIs and service level metrics.
- Talent Identification. Identify and cultivate talent within the team, leading initiatives to motivate and engage team members while addressing performance outliers.
- Operational Management. Oversee daily operations to maintain consistent quality and productivity across all channels (call, email, chat), ensuring maximum value for advertisers.
- Strategic Communication. Communicate quarterly strategies and monthly priorities clearly to the team, tailoring messages for different audiences (agents, Ops Managers) for maximum impact.
- Adaptability. Quickly adjust to changes in workflows, processes, and product features, ensuring team alignment with evolving business needs.
- Problem Solving. Proactively identify bottlenecks and challenges, sharing insights with leadership to prioritize operational improvements.
- Performance Analysis. Clearly outline current performance drivers and recommend actionable steps for improvement.
Required Skills
- Experience. 4-6 years overall, with a minimum of 2 years in managing teams for order processing and management services.
- People Management. Proven experience in leading teams, with strong people management skills.
- Communication. Excellent communication skills, capable of conveying complex information clearly and effectively.
- PC Skills. Basic knowledge of PCs, proficient in using keyboard shortcuts for efficiency.
- Software Proficiency. Familiarity with Microsoft Office Suite (Outlook, Word, Excel).
- Customer Focus: Strong emphasis on enhancing the customer experience, with an understanding of sales principles.
- Stress Management: Ability to cope with stressful situations and maintain a professional demeanor.
Why Join Wipro?
At Wipro, we believe in empowering our employees to achieve their best. Join us to work in a dynamic environment that values innovation and collaboration, while making a real impact in the services we provide to our clients.