Team Lead

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address complex digital transformation challenges. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro supports clients in achieving ambitious goals and building sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to helping customers, colleagues, and communities thrive in a rapidly evolving world.

We are currently seeking an experienced Team Lead for Invoicing Operations based in Hyderabad. This role requires managing a team of 10-15 associates within a fast-paced environment, ensuring operational excellence and effective stakeholder coordination. The position is full-time, work-from-office, and involves working in a 24x7 rotational shift schedule, including night shifts.

Key Responsibilities

- Lead and manage a team of 10-15 associates to achieve operational goals.
- Ensure consistent attainment of KPIs such as Productivity, Quality, Customer Satisfaction (CSAT), Average Handling Time (AHT), Resolution rates, and Attendance.
- Conduct regular coaching sessions, provide constructive feedback, and perform performance reviews to foster team development.
- Handle client interactions and manage escalations promptly and effectively.
- Collaborate closely with Quality Assurance, MIS, and other support teams to drive continuous process improvements.
- Promote employee engagement through team-building activities and recognition programs.
- Monitor team performance metrics and prepare detailed operational reports.
- Mentor new hires, supporting their onboarding and ongoing development.
- Manage operational tickets and oversee critical business activities as needed.

Required Qualifications

- Bachelor’s degree in any discipline.
- Proven experience as a Team Lead within a BPO or operations environment.
- Strong hands-on experience in invoicing and billing processes.
- Demonstrated ability to manage teams of 10-15+ members effectively.
- Expertise in KPI and performance management.
- Skilled in client escalation handling and problem resolution.
- Proficient in coaching and people development techniques.
- Experience with MIS reporting and data analysis.
- Advanced proficiency in MS Excel or Google Sheets.
- Excellent communication and presentation skills.
- Strong stakeholder management capabilities and problem-solving aptitude.
- Willingness to work from the Hyderabad office in a 24x7 shift environment.

Wipro is committed to fostering a culture of reinvention and continuous growth. As an end-to-end digital transformation partner, we encourage individuals who are inspired to evolve their careers and skills alongside the changing industry landscape. Join us to be part of a purpose-driven organization that empowers you to design your own path of professional reinvention.

This opportunity is ideal for candidates with 1-3 years of relevant experience in payment and fraud-related operations within the Trust & Safety domain, looking to contribute to a dynamic and evolving business environment.