Group Leader

Job Title:  Group Leader

City:  Manila

State/Province:  Manila

Posting Start Date:  8/17/26

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.

Responsibilities

• Responsible for providing complaint handling guidance to analysts within team and ensure complaints are being appropriately handled through the entire life-cycle, from initial registration through sample retrieval, investigation, and ultimately to closure/reopening within the required timeframes. Team Lead/Group Lead is also responsible for knowing when an event is sufficiently complex with significant consequences to escalate to the Operations Manager. Also responsible for handling calls escalated due to dissatisfied customers.
• Provide training, assistance, guidance, and mentoring to GCM Analysts, evaluate performance, and provide feedback
• Monitors for product issues within the team’s product line. Escalates issues when necessary
• Monitors teams’ complaints to ensure complaint handling procedures are being followed and metrics are being met
• Manages employee work schedules to ensure proper coverage
• Responsible for handling calls escalated due to dissatisfied customers
• Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Ensure that all company information which includes customer information are kept confidential and secured
• Data Analysis - Analyzing 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

Mandatory Skills: Customer Service Helpdesk . Experience: 3-5 Years . 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.

Apply now