First Line Manager

1 month ago

Gurgaon, Haryana, India Wipro Full time
Role Overview

The First Line Manager plays a vital role in executing the process and driving the performance of the team on key metrics. This role ensures that the process is executed as per the client contract, and key performance indicators (KPIs) are met.

Key Responsibilities
  1. Execute the process as per the client contract and drive team performance on key metrics.
  2. Conduct briefings before every shift to drive focus on key metrics and debrief at the end of the shift to drive focus on quality and adherence to contract compliance processes.
  3. Prepare notes from huddle meetings and share them with the team.
  4. Prepare and share the performance data of the team with the client at the end of the shift.
  5. Interact with the client and prepare notes to share updates and changes with the team.
  6. Review the performance on key process metrics and conduct root cause analysis (RCA) to improve quality parameters.
  7. Prepare presentations on weekly and monthly performance data for the manager to share with the client.
  8. Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects.
  9. Participate in discussions between the manager and work force management (WFM) team on forecast and number of agents required.
  10. Organize fun hours on Friday for the team to promote team engagement.
  11. Identify opportunities for automation within the account and share them with the manager.
  12. Provide details and data to the automation team to support the automation initiative.
  13. Drive the performance of the team on identified metrics of the process.
  14. Review last 6-8 weeks' performance data (RAG) and identify low performers.
  15. Provide feedback and coach low performers to improve their performance metrics.
  16. Prepare the Performance Coaching & Counselling Plan (PCCP) to document and support low performers.
  17. Handhold employees on performance on process and monitor for improvements.
  18. Identify training needs for new joiners, especially, and track their daily progress.
  19. Conduct process trainings as well as refresher trainings to bridge the capability gap or if there is any change from the client's end.
  20. Stakeholder Interaction & Management: Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts.
  21. Interact and engage with the client manager to communicate and update progress against account plan, project delivery, etc.
  22. Participate in monthly review meetings with Account Delivery leadership, updating them on the status and progress of the account.
  23. Work with the quality team to ensure quality improvements as per the delivery standards of the contract.
  24. Provide timely assistance in case of an escalation and support the resolution of escalations/issues.
  25. Effective Team Management: Resourcing, Talent Management, Employee Satisfaction and Engagement, Stakeholder Interaction.
Key Performance Indicators
  • Process Performance: Zero non-conformance on timelines with respect to the client/stakeholder requirements.
  • Client Management: CSAT/NPS, Zero escalations on delivery, Resolution of escalations.
  • Team Management: Team attrition %, Employee satisfaction score, % technical trainings, % general trainings.
Language

The original language code is English.

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