Senior FLM L1

Wipro; Maharashtra; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading IT services firm in Maharashtra is looking for a Data Analyst with 3-5 years of experience to manage daily team activities and exceed customer service standards. The ideal candidate will possess strong communication skills and the ability to implement process enhancements. This full-time position emphasizes teamwork and performance metrics, driving the completion of quality objectives in a fast-paced environment.

Qualifications

• 3-5 years of experience as a Data Analyst.
• Ability to manage a team and ensure goal achievement.
• Strong interpersonal and communication skills.

Responsibilities

• Oversee daily team activities and service standards.
• Manage quality scores for workflows.
• Coordinate with delivery managers for session planning.

Skills

Management of daily activities

Data Analyst experience

Customer Service goals and standards

Key performance indicators management

Superior communication skills

Process enhancements

Planning and organizing

Work-force management applications

Goal-setting

Quality scores management

Job description

• Management of daily activities of a team
• Experience in Data Analyst experience
• Ensures achievement of all system, team and individual Customer Service goals and standards
• Manages Key performance indicators
• Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
• Responsible for administrative aspects including reporting
• Superior communication (oral, written), presentation, and interpersonal skills
• Demonstrated ability to develop and implement process enhancements including technology and performance
• Ability to plan, prioritize, organize and communicate with client
• Proficiency in , Work-force management applications, Quality tools and technologies,
• Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations.
• Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors
• To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads
• Coordinate with delivery managers and the L&D POC to plan sessions
• Drive completion by following with respective leads and managers

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.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting