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First Line Manager

2 meses atrás

Curitiba, Paraná, Brasil Wipro Limited 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

  1. Ensure process execution as per client contracts
  2. Conduct briefings and debriefings to drive focus on quality and adherence to contract compliance processes
  3. Prepare performance data for clients
  4. Interact with clients and prepare notes to share updates and changes with the team
  5. Review performance on key process metrics and conduct root cause analysis to improve quality parameters
  6. Prepare presentations on weekly and monthly performance data for managers to share with clients
  7. Collaborate with internal stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
  8. Participate in discussions with managers and WFM teams on forecast and number of agents required
  9. Organize team-building activities to promote team engagement
  10. Identify opportunities for automation within accounts and share with managers
  11. Provide details and data to automation teams to support automation initiatives
  12. Drive team performance on identified metrics
  13. Review last 6-8 weeks' performance data and identify low performers
  14. Provide feedback and coach low performers to improve performance metrics
  15. Prepare Performance Coaching & Counselling Plans to document and support low performers
  16. Handhold employees on performance and monitor for improvements
  17. Identify training needs for new joiners and track their daily progress
  18. Conduct process trainings and refresher trainings to bridge capability gaps or address changes from clients
  19. Coordinate with internal and external stakeholders to ensure compliance and quality in delivery
  20. Interact and engage with client managers to communicate and update progress against account plans and project delivery
  21. Participate in monthly review meetings with Account Delivery leadership to update them on account status and progress
  22. Work with quality teams to ensure quality improvements as per delivery standards
  23. Provide timely assistance in case of escalations and support resolution of escalations/issues
  24. Manage team attrition and drive diversity in leadership positions
  25. Set goals for teams, conduct timely performance reviews, and provide constructive feedback to direct reports
  26. Ensure adherence to Performance Nxt for the entire team
  27. Lead and drive engagement initiatives for teams
  28. Track team satisfaction scores and identify initiatives to build engagement within teams

Stakeholder Interaction

The role involves interacting with various stakeholders, including:

  • Internal stakeholders: Delivery Lead, Quality, Transition Team, RMAC, HR, Talent Acquisition, IT, Talent Transformation Team, Competency Group
  • External stakeholders: Clients/Customers

Competencies

The ideal candidate should possess the following competencies:

  • Functional Competencies/Skill: Domain/Industry Knowledge, Technical Knowledge, Project Management
  • Behavioral Competencies: Project Management Skills, Analytical Skills, Execution Excellence, Managing Complexity, Handling Pressure, Client Centricity, Passion for Results, Nurturing People, Stakeholder Management

Performance Parameters

  1. Process Performance: Zero non-conformance on timelines with respect to client/stakeholder requirements, Productivity, %Metrics met, %deviations, Value add to the client (FTE reduction)
  2. Client Management: CSAT/NPS, Zero escalations on delivery, Resolution of escalations, Zero non-conformance on security or compliance requirements
  3. Team Management: Team attrition %, Employee satisfaction score, %technical trainings, %general trainings