FLM

Role Overview: 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. Key Responsibilities: - Demonstrate superior communication skills, both oral and written, along with strong presentation and interpersonal skills. - Develop and implement process enhancements, including technology and performance improvements. - Plan, prioritize, organize, and communicate effectively with clients. - Proficiency in work-force management applications, quality tools, and technologies. - Experience in goal-setting, managing escalations, and ensuring error feedback for critical, major, and minor errors are shared by all mentors. - Maintain quality scores for workflows mapped to the respective OJT Leads. - Coordinate with delivery managers and the L&D POC to plan sessions and drive completion by following up with respective leads and managers. Qualifications Required: - Mandatory Skill: AM Coding - Experience Required: 3-5 Years Note: 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.,