FIRST LINE MANAGER (FLM)

First Line Manager (Flm) - _**_Do_**- **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 clients 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**_Stakeholder Interaction_**- Stakeholder Type_- Stakeholder Identification_- Purpose of Interaction_- Internal_- Delivery Lead_- Cadence around margins and revenues_- Quality_- Quality assurance and contract compliance, _Process improvements- Transition Team_- Handover process- RMAC_- Risk compliance_- HR_Employee engagement and retention etc. - Talent Acquisition_Hiring- IT_Systems and platforms- Talent Transformation Team, Competency Group_- Plan and support delivery of Technical Trainings, knowledge sharing- External_- Clients/ Customers_- Client connect to give updates and get feedback on the process. Fix any deviations_**_Display_**- Lists the competencies required to perform this role effectively: _- **_Functional Competencies/ Skill_**- Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - **Competent**:- Technical Knowledge - FLM Certification by Wipro, Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup- **Competent**:- Project Management - Knowledge of project management and hands on experience in Agile methodology - **Competent****_Competency Levels_****_Foundation_**- Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance. _**_Competent_**- Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and un