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**First Line Manager

2 meses atrás

Curitiba, Paraná, Brasil Wipro Technologies Tempo inteiro
Job Description

**Role Purpose:**

The primary objective of this role is to execute processes and drive team performance on key metrics. This involves ensuring that processes are executed as per client contracts, conducting briefings and debriefings to drive focus on quality and adherence to contract compliance processes, and preparing performance data for clients.

Key Responsibilities:

  • Ensure process execution as per client contract
  • Conduct briefings and debriefings to drive focus on quality and adherence to contract compliance processes
  • Prepare performance data for clients
  • Interact with clients and prepare notes to share updates and changes with the team
  • Review performance on key process metrics and conduct RCA to improve quality parameters
  • Prepare presentations on weekly and monthly performance data for managers to share with clients
  • Collaborate with internal stakeholders to manage and resolve issues to ensure flawless delivery of projects
  • Participate in discussions with managers and WFM teams on forecast and number of agents required
  • Organize team-building activities to promote team engagement
  • Identify opportunities for automation within accounts and share with managers
  • Provide details and data to automation teams to support automation initiatives
  • Drive team performance on identified metrics
  • Review last 6-8 weeks' performance data and identify low performers
  • Provide feedback and coach low performers to improve performance metrics
  • Prepare Performance Coaching & Counselling Plans to document and support low performers
  • Handhold employees on performance and monitor for improvements
  • Identify training needs for new joiners and track their daily progress
  • Conduct process trainings and refresher trainings to bridge capability gaps
  • Coordinate with internal and external stakeholders to ensure compliance and quality in delivery
  • Interact and engage with client managers to communicate and update progress against account plans and project delivery
  • Participate in monthly review meetings with Account Delivery leadership to update on account status and progress
  • Work with quality teams to ensure quality improvements as per delivery standards
  • Provide timely assistance in case of escalations and support resolution of issues
  • Manage team resources and talent
  • Ensure adequate onboarding and training for team members to enhance capability and effectiveness
  • Build an internal talent pool and ensure 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 direct reports
  • Ensure that 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