First Line Manager (FLM) L2

About the role

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. Be part of the discussion between manager and WFM team on forecast and number of agents required Handhold the employees on performance on process and monitor for improvements Hire adequate and right resources for the team

What you'll do

• Ensure process is executed as per the client contract
• 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

What you need

• 3–5 yrs of experience
• Root cause analysis
• Talent management
• Performance management
• Any graduate