First Line Manager (FLM) - L2

Wipro; Kolkata; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading company in IT Services and Consulting is seeking a First Line Manager (FLM) - L2 to drive team performance and ensure process execution. The role involves managing team metrics, stakeholder interactions, and effective team management, requiring 3-5 years of relevant experience. Join Wipro to realize your ambitions in a dynamic environment.

Qualifications

• 3-5 years of experience in a relevant field.
• Strong skills in Medical Info & Product Support.

Responsibilities

• Ensure process execution as per client contract.
• Drive team performance on key metrics.
• Conduct training and performance management.

Skills

Medical Info

Product Support

Job description

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The purpose of this role is to execute the process and drive the performance of the team on the key metrics of the process.

Job description:

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrics of the process.

Do

• Ensure process is executed as per the client contract
  • Conduct briefings before every shift to focus on key metrics and debrief at the end of the shift to ensure quality and adherence to contract processes
  • Prepare notes from huddle meetings and share with the team
  • Prepare and share team performance data with the client at the end of each shift
  • Interact with the client and communicate updates and changes to the team
  • Review performance on key process metrics and conduct RCA to improve quality
  • Prepare weekly and monthly performance presentations for the manager to share with the client
  • Collaborate with internal stakeholders to resolve issues and ensure flawless delivery
  • Participate in discussions with the manager and WFM team on forecasts and staffing needs
  • Organize team engagement activities like fun hours on Fridays
  • Identify automation opportunities and support automation initiatives

Drive performance of the team on the identified metrics

• Review recent performance data and identify low performers
• Provide feedback and coaching to improve performance
• Develop Performance Coaching & Counselling Plans (PCCP)
• Support employees' performance improvement and monitor progress
• Identify training needs, especially for new joiners, and track progress
• Conduct process training and refresher sessions as needed

Stakeholder Interaction & Management

• Coordinate with internal and external stakeholders to ensure compliance and quality
• Engage with the client manager to update on account progress
• Participate in monthly review meetings with leadership
• Work with quality teams to ensure standards are met
• Support resolution of escalations and issues

Effective Team Management

• Resourcing: Hire appropriate resources
• Talent Management: Onboard, train, and develop team members, manage attrition, promote diversity
• Performance Management: Set goals, conduct reviews, and follow performance management processes
• Employee Satisfaction: Lead engagement initiatives and monitor satisfaction scores

Mandatory Skills: Medical Info & Product Support (PQCM).

Experience: 3-5 Years.

Join Wipro, a modern digital transformation partner, and realize your ambitions. Applications from people with disabilities are explicitly welcome.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• IT Services and IT Consulting