Senior FLM - L1

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients" most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro helps clients realize their boldest ambitions and build future-ready, sustainable businesses. As a member of the team, you will be responsible for managing daily activities, ensuring achievement of all system and individual Customer Service goals, and managing key performance indicators. You will maintain complete knowledge of service tasks and programs, as well as system and telecommunications capabilities. Additionally, you will be responsible for administrative aspects including reporting. The ideal candidate must possess superior communication skills, both oral and written, as well as strong presentation and interpersonal skills. You should have demonstrated ability to develop and implement process enhancements, including technology and performance. Proficiency in workforce management applications, quality tools, and technologies is essential. Experience in data analysis, goal-setting, managing escalations, and coordinating with delivery managers and L&D POC to plan sessions is required. You must ensure 100% error feedback for critical, major, and minor errors to be shared by all mentors. Quality scores must be met at all times for the workflows mapped to the respective OJT Leads. The mandatory skill for this role is Member Inbound, and the desired experience is 3-5 years. At Wipro, we are reinventing our world and seeking individuals who are inspired by reinvention. We encourage constant evolution, both in your career and skills. Join us at Wipro, a business powered by purpose, where you can design your own reinvention and realize your ambitions. Applications from people with disabilities are explicitly welcome.,