FLM

You will be responsible for managing the daily activities of a team, ensuring the achievement of all system, team, and individual Customer Service goals and standards. This includes managing key performance indicators and maintaining complete knowledge of all service tasks, programs, as well as system and telecommunications capabilities. Additionally, you will be accountable for administrative aspects such as reporting. Your role will require superior communication skills, both oral and written, along with strong presentation and interpersonal skills. You should demonstrate the ability to develop and implement process enhancements, including technology and performance improvements. Effective planning, prioritization, organization, and communication with clients are essential skills for this position. Proficiency in work-force management applications, quality tools, and technologies is necessary. You should have experience in goal-setting, managing escalations, and ensuring error feedback for critical, major, and minor errors are shared by all mentors. It is also crucial to maintain quality scores for workflows mapped to the respective OJT Leads. You will need to coordinate with delivery managers and the L&D POC to plan sessions and drive completion by following up with respective leads and managers. Mandatory Skill: AM Coding Experience Required: 3-5 Years Join Wipro, a leading technology services and consulting company focused on building innovative solutions for digital transformation needs. Wipro is reinventing its world and seeking individuals inspired by reinvention to join their team. As an end-to-end digital transformation partner with bold ambitions, Wipro empowers employees to constantly evolve and design their reinvention. If you are looking to realize your ambitions in a purpose-driven environment, Wipro welcomes your application. Applications from people with disabilities are explicitly welcome.,