Job description:

Job Description
Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.
DeliverNoPerformance ParameterMeasure1Process Performance Zero non-conformance on timelines with respect to the client/ stakeholder requirements
Productivity
%Metrics met
%deviations
Vaule 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 requirements3Team ManagementTeam attrition %, Employee satisfaction score, %technical trainings, %general trainings
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 pe

📌 FIRST LINE MANAGER (Hyderabad)
🏢 Wipro
📍 Hyderabad