First Line Manager (FLM)

• Quezon City, Philippines
• DOP
• 3079211

Job Description As an FLM or Team Lead (TL), you lead and manage a team of production specialists in assigned queue/ process and build a healthy & productive work environment. You are responsible for meeting the assigned productivity and quality targets for the team, which includes driving performance through CPMs, quality, compliance metrics and employees engagement & retention. You also mentor and troubleshoot team issues as first level of escalation.

• Responsible for managing team of Production Specialist
• Responsible for responding back to the client and internal stakeholders in an efficient and professional manner

- Handles and resolves customer complaints- identify and escalate priority issues

• Build a strong personal customer rapport and establish engagement to drive positive customer experience
• Ensures compliance with all company and departmental policies, procedures, and guidelines
• Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization
• Identify coaching needs for the team members and providing required support and followup on a timely basis

- Data Analysis - Analyzing data short term long term trends, report generation, graphical representation, business analytics report, management reports
- Data Reporting - Create and Maintain Location customer facing reports & Dashboards

• Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition
• Identify the challenges in meeting CPMs and work on action plan. Effectively communicate with Client / End Users
• Understands Quality Assurance from Operations perspective
• Understands vulnerabilities of products and services and works towards ZERO penalties
• Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement;
• Oversee the end to end management of the Quality Assurance Specialists team
• Ensure quality sampling targets (ISO) are met, systems and measures are robust. Collaborate with internal and external stakeholders to deliver to the business’ strategic plans in relation to quality improvement
• Act as the point person for escalations/queries around the remediation work Manage stakeholder expectations

Must Have

• Operating procedures
• Service Levels
• Process metrics
• Coaching Skils
• Eye for detail
• People Management and Performance Managment
• Analytical Reasoning
• MIS awareness
• Escalation guidelines
• Regulatory requirements
• Proficient with MS Office (Word, Excel, PowerPoint)

Behavioral Skills and Attributes

• Has the ability to make judgements based on practice and previous experience
• Excellent communication skills in order to provide client service
• Good listener and communicator who effectively conveys information verbally and in writing
• Strong interpersonal and people management skills
• Posess an ability to manage large and complex teams
• Be able to work and communicate with the people across organizational units, clients, Onshore counterparts and other related teams
• Strong analytical skills with an ability to solve issues with a win-win negotiation approach
• Demonstrated and promote exceptional client service and the concept of clint delight
• Have an attitude to coach, groom, develop and mentor people
• Effectively plan leaves of the team ensuring business is not impacted
• Be a good decision maker

Geographic Information Systems(Maps)

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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.