Customer Account Resolution Team Lead

About the role

The Customer Account Resolution Team Lead is responsible for leading, coaching, and developing a team of approximately 15 Customer Service Representatives to achieve operational excellence and deliver an exceptional customer experience. This role drives individual and team performance through continuous coaching, performance management, and accountability while ensuring compliance with company policies, data security standards, and operational procedures.

Responsibilities

• Lead, coach, and develop a team of approximately 15 customer service representatives in a fast-paced environment.
• Drive team performance by monitoring and achieving key performance indicators (KPIs), including customer satisfaction, quality, productivity, attendance, schedule adherence, first-call resolution, and service levels.
• Conduct regular one-on-one coaching sessions, performance discussions, and formal performance evaluations to support employee growth and accountability.
• Develop performance improvement plans and provide ongoing coaching to address performance gaps while recognizing and reinforcing high performance.
• Handle escalated customer issues involving complex billing, account concerns, service requests, and emergency situations, ensuring timely and effective resolution.
• Monitor call quality and operational performance, providing actionable feedback to improve customer experience and business outcomes.
• Ensure compliance with company policies, regulatory requirements, operational procedures, and data security standards.
• Maintain ownership of operational data by ensuring its accuracy, integrity, confidentiality, and timely reporting to leadership and management.
• Analyze team performance metrics and trends to identify opportunities for process improvement and operational efficiency.
• Foster a positive, inclusive, and high-performance team culture through employee engagement, recognition, communication, and continuous development.

Qualifications

• A high school diploma or equivalent required.
• 2–3 years in customer service (utilities preferred).
• Minimum 1 year of leadership or supervisory experience in people management or Team Lead role.
• Experience managing performance metrics and leading teams to achieve operational goals.
• Strong knowledge of customer service operations, billing processes, account management, and customer issue resolution.

Skills

• Billing
• Metering

Benefits

Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.