FIRST LINE MANAGER (FLM) L2

Wipro; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Wipro Limited is seeking a First Line Manager (FLM) L2 in Hyderabad to lead a process team, drive performance, and ensure adherence to client contracts. You will coordinate briefs, monitor metrics, and collaborate with stakeholders to deliver quality outcomes.

Role involves identifying automation opportunities, coaching underperformers, and organizing team engagement activities. 3-5 years of relevant experience is expected, with GIS background as a key requirement.

Qualifications

• Geographic Information Systems (Maps) expertise required.
• 3-5 years of relevant experience desired.

Responsibilities

• Ensure process is executed per client contract.
• Conduct briefings before each shift to drive focus on metrics and debrief to ensure quality and contract adherence.
• Prepare notes from huddle meetings and share with the team.
• Prepare and share team performance data with client at end of shift.
• Interact with client and communicate updates and changes to the team.
• Review performance on key metrics and conduct RCA to improve quality.
• Prepare and present weekly/monthly performance data to manager and client.
• Collaborate with internal stakeholders to ensure flawless project delivery.
• Discuss forecast and staffing with manager and WFM team.
• Organize team engagement activities on Fridays.
• Identify opportunities for automation and support automation initiatives.
• Provide data to automation team to aid projects.
• Drive performance on identified process metrics.
• Review 6-8 weeks of data to identify low performers.
• Provide coaching to underperformers and develop PCCP.
• Mentor employees on process performance and progress improvements.
• Identify training needs for new joiners and track progress.
• Conduct process trainings and refresher sessions as needed.

Skills

Geographic Information Systems (Maps)

Job description

Job Title

FIRST LINE MANAGER (FLM) L2

City

Hyderabad

State/Province

Telangana

Posting Start Date

11/3/26

Company

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.

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.

Responsibilities

• 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 client s 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

• Hire adequate and right resources for the team


• 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


• 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


• Lead and drive engagement initiatives for the team


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

Mandatory Skills

• Geographic Information Systems (Maps)

Experience

3-5 Years

Company Vision

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.

Equal Opportunity Statement

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.