First Line Manager (FLM) - L1

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.

About The Role :



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.

Do

Ensure process is executed as per the client contract

Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes

Prepare notes from the huddle meetings and share it with the team

Prepare and share the performance data of the team with the client at the end of the shift

Interact with the client and prepare note to share updates and changes with the team

Review the performance on the key process metrices and conduct RCA to improve quality parameters

Prepare presentation on weekly and monthly performance data for the manager to be shared with the client

Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects

Be part of the discussion between manager and WFM team on forecast and number of agents required

Organize fun hours on Friday for the team to promote team engagement

Identify opportunities for automation within the account and share it with the manager

Provide details and data to the automation team to support the automation initiative

Drive performance of the team on the identified metrices of the process

Review last 6-8 weeks performance data (RAG) and identify low performers

Provide feedback and coach the outliers/ low performers to improve their performance metrices

Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers

Handhold the employees on performance on process and monitor for improvements

Identify training needs for new joiners especially and track their daily progress

Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the clients end

Stakeholder Interaction & Management

Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts

Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.

Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account

Work with quality team to ensure the quality improvements as per the delivery standards of the contract

Provide timely assistance in case of an escalation and support resolution of escalations/ issues

Effective Team Management

Resourcing

Hire adequate and right resources for the team

Talent Management

Ensure adequate onboarding and training for the team members to enhance capability & effectiveness

Build an internal talent pool and ensure their career progression within the organization

Manage team attrition

Drive diversity in leadership positions

Performance Management

Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports

Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to build engagement within the team

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.