FIRST LINE MANAGER (FLM) L2

Wipro; Mumbai; On-site; INR 800,000 - 1,500,000; Full time

Job summary

Wipro Limited in Mumbai seeks a FIRST LINE MANAGER (FLM) L2 to lead a delivery team within a BPO/ITES setup. The role focuses on executing the client contract, driving shift-level performance, and delivering quality outcomes through data-driven management and proactive stakeholder engagement.

The FLM will conduct briefings, share performance updates with the client, coach underperformers, and coordinate with internal teams to ensure on-time, compliant service delivery.

Qualifications

• Minimum 3–5 years experience in claims processing.
• Experience in contact centers or BPO operations.
• Strong stakeholder coordination and communication.

Responsibilities

• Ensure process is executed as per the client contract.
• Conduct shift briefings and debriefs to drive quality and adherence.
• Prepare and share team performance data with the client.
• Interact with the client and communicate updates to the team.
• Review performance metrics and drive quality improvements.
• Collaborate with internal stakeholders to ensure flawless delivery.
• Identify automation opportunities and support automation initiatives.
• Coach low performers and develop PCCP for improvement.

Skills

People management

Process adherence

Data analysis

Client coordination

Job description

Job Title: FIRST LINE MANAGER (FLM) L2

City: Mumbai

State/Province: Maharashtra

Posting Start Date: 10/31/26

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

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

Mandatory Skills

Claims_Processing .Experience: 3-5 Years .Invent 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

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.