Group Lead - Telecom domain

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. 

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• • • Strong people management and coaching skills

    • Solid understanding of ISP repair KPIs

    • Real-time decision-making and queue management capability

    • De-escalation and conflict management skills

    • Data analysis and performance management abilityitiative

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• Minimum 24 months of experience in managing teams for Telecom ISP repair and troubleshooting

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Responsibilties:

Manage day-to-day repair operations for a team, ensuring SLA adherence, productivity, and customer satisfaction.

Key Responsibilities:

• Manage daily operations for a team handling repair voice calls

• Drive MTTR, FCR, AHT, CSAT, and adherence performance

• Conduct regular coaching and performance reviews

• Handle escalations and agent support

• Ensure SLA compliance and process adherence

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Mandatory Skills: Voice Fulfilment

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Experience: 3-5 Years

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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.