First Line Manager (FLM) - L2

Job description:
Job Description

As an Senior FLM or Group Lead or Tenured FLM, you are responsible for leading a team of production agents in assigned queue/ process. You are responsible for meeting the assigned productivity and quality targets for the team, You also mentor and troubleshoot team issues as first level of escalation.
A tenured FLM role would be, when one is a First Line Manager however with a larger span. E.g. in a typical front office business a Team Leader (B1 band) is a FLM role, whereas Group Leader (B2 band) is a Tenured FLM role.In voice business, the median ratio (1 FLM: number of Production Specialist) is 12-13In non-voice business, the median ratio (1 FLM: number of Production Specialist) is 8-10 or 10-12

 

PRINCIPAL RESPONSIBLITIES:

>> Responsible for managing the performance for the team of Production Specialist
>> Responsible for managing the performance for the team of Production Specialist>>Responsible for responding back to the client and internal stakeholders in an efficient and professional manner>>Handles and resolves customer complaints- identify and escalate priority issues>>Build a strong personal customer rapport and establish engagement to drive positive customer experience >> Ensures compliance with all company and departmental policies, procedures, and guidelines>>Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization>>Data Analysis - Analyzing data short term long term trends, report generation, graphical representation, business analytics report, management reports>>Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition>>Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement;

 

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Mandatory Skills: Geographic Information Systems(Maps) .

 

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.