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Title: First Line Manager (FLM)

Requisition ID: 73387

City: Hyderabad

Country/Region: IN

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.

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 12-13
In 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 .

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.

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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