First Line Manager (FLM)

Role Purpose

The purpose of this role is to execute the process and drive theperformance of the team on the key metrices of the process.

Do

Ensure process is executed as per the client contract

Conduct briefings before every shift to drive focus on keymetrices and debrief at the end of the shift to drive focus of the teamon quality and adherence to contract compliance processes

Prepare notes from the huddle meetings and share it with theteam

Prepare and share the performance data of the team with theclient at the end of the shift

Interact with the client and prepare note to share updates andchanges with the team

Review the performance on the key process metrices and conductRCA to improve quality parameters

Prepare presentation on weekly and monthly performance data forthe manager to be shared with the client

Collaborate and influence internal key stakeholders to manageand resolve issues to ensure fulfillment and flawless delivery ofprojects

Be part of the discussion between manager and WFM team onforecast and number of agents required

Organize fun hours on Friday for the team to promote teamengagement

Identify opportunities for automation within the account andshare it with the manager

Provide details and data to the automation team to support theautomation initiative

Drive performance of the team on the identified metrices ofthe process

Review last 6-8 weeks performance data (RAG) and identify lowperformers

Provide feedback and coach the outliers/ low performers toimprove their performance metrices

Prepare Performance Coaching & Counselling Plan (PCCP) todocument and support the low performers

Handhold the employees on performance on process and monitor forimprovements

Identify training needs for new joiners especially and tracktheir daily progress

Conduct process trainings as well as refresher trainings areprovided to bridge the capability gap or if there is any change from theclient's end

Stakeholder Interaction & Management

Coordinate with internal and external stakeholders to ensurecompliance and quality in the delivery for accounts

Interact and engage with the client manager to communicate andupdate progress against account plan, project delivery etc.

Participate in monthly review meetings with Account Deliveryleadership updating them on the status and progress of the account

Work with quality team to ensure the quality improvements as perthe delivery standards of the contract

Provide timely assistance in case of an escalation and supportresolution 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 toenhance capability & effectiveness

Build an internal talent pool and ensure their career progressionwithin the organization

• Manage team attrition

Drive diversity in leadership positions

Performance Management

Set goals for the team, conduct timely performance reviews andprovide 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 buildengagement 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, Processimprovements

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, knowledgesharing

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 broadeconomic, demographic, technological and global trends in the ITES/BPOindustry - Competent
  • Technical Knowledge - FLM Certification by Wipro, Knowledge ofoperational processes, quality certifications etc. in a BPO/ITESsetup- Competent
  • Project Management - Knowledge of project management and handson experience in Agile methodology - Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.

Expert

Applies the competency in all situations and is serves as a guideto others as well.

Master

Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization.

• Behavioral Competencies
  • Project Management Skills
  • Analytical Skills
  • Execution Excellence
  • Managing Complexity
  • Handling Pressure
  • Client centricity
  • Passion for results
  • Nurturing people
  • Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Process 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 requirements

3.

Team Management

Team attrition %, Employee satisfaction score, %technicaltrainings, %general trainings

Customer Service( Reservation)