Team Manager

1 month ago

Chennai, India Cognizant Technology Solutions Full time

SDM / DGM

Qualification:

Preferably MBA graduates with knowledge of CRM tools, MS office tools

Responsibility:

Business / Customer:

  • • Provide updates and submit reports related to own area of work.
  • • Interact with customers (internal / external) to meet process deliverables.
  • • Create status reports for customers (internal/external).
  • • Prepare and report process performance metrics to the customer with the assistance of the Operations manager.
  • • Manage and resolve escalations and issues raised by customers and process specialists.
  • • Ensure adherence to Quality norms and processes.
  • • Seek regular feedback from customers and communicate to the team.
  • • Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
  • • Identify & drive opportunities to enhance service delivery and customer experience.
  • • Identify cost optimization opportunities.
  • • Identify & suggest Business improvement opportunities.
  • Project / Process.
  • • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
  • • Ensure individual SLAs are met on processing transactions (if applicable).
  • • Ensure process guidelines are followed and met as documented.
  • • Conduct analysis, track services delivered.
  • • Initiate and deliver on process improvement projects to improve process efficiencies.
  • • Review process audit findings and take corrective action to prevent negative results.
  • • Innovate opportunities to automate & reduce manual interventions.
  • • Conduct Quality checks & Periodical review of process adherence.
  • • Discuss/ suggest the way forward, improvement areas to the customer/process.
  • • Drive a culture of continuous improvement within the team.
  • • Maintain operations rigor around daily huddles, knowledge management Cross training etc.

Voice Processes:

:

  • • Handle supervisory calls and report to the manager on performance, status and any escalations.
  • • Responsible for daytoday work, process flows and constantly endeavoring to be able to lead the team from the front.
  • • Drive business excellence to add value to client.
  • • Manage and ensure resolution of escalations and issues raised by customer.
  • • Track process spends and highlights variances.
  • • Interface with other departments for getting required support for the team and to understand and implement best practices.
  • • Manage available resources between sub processes and ensures that the entire project deliverable is met.
  • • Optimum resource utilization through cross training initiatives, buffer management.

For CPU:

  • • Supervise CSRs by monitoring volumes and patterns and schedule adherence.
  • • Coach staff and answer CSR questions / manage processes and achievement of service levels for each process.
  • • Handle escalated / sensitive customers as needed.
  • • Manage day to day service levels of the TA CSR team.
  • • Ensure CSRs follow all guidelines for call handling and processing of service requests.
  • • Assist CSRs in providing outstanding customer service.
  • • As volume dictates, the Supervisor may be required to help answer calls.
  • • Work with Manager to develop performance standards, metrics and goals and manage the achievement of those goals.
  • • Monitor and coach CSRs to maximize service effectiveness and efficiency.
  • • Interview and hire new associates as needed to support the growth of the business.

• Manage administrative functions of the team:

job reviews, interviewing, team meetings, etc
  • • Assist in training initiatives.
  • • Help develop technology advancements and process improvements.
  • • Participate in training and project work to support the anticipated growth of the business.
  • • Support other areas as business needs arise.
  • People.

• Provide work direction and guidance to team members:

ensure delivery of SLA’s, accuracy of the work of team members, their ability to operate under deadlines and to work on multiple tasks
  • • Establish systems and procedures in the team.
  • • Groom self and team to support vertical growth.
  • • Allocate work and tasks to the team.
  • • Conduct process training or refresher training if required.
  • • Report to the manager on performance, status and any escalations.
  • • Facilitate and participate proactively in knowledge sharing sessions.
  • • Conduct team building activities to enhance motivation.
  • • Conduct performance appraisals for team members– provide input into the learning and career plans for team members.
  • • Identify training needs of team members and provide coaching support to them.
  • • Review VOC scores, provides feedback and recommend refresher training whenever necessary.
  • • Resignations / Absconder communication to Operations Manager.
  • • Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
  • • Manage attrition and absenteeism.
  • • Support recruitment efforts for the team.
  • • Complete mandatory training for self as identified in the training plan for the project.
  • • Conduct knowledge transfer sessions for new joiners in the team.

Must Have Skills

  • Speaking English

  • Post Sales

    3 weeks ago

    Chennai, India Team Taurus Full time

    Job Requirements Job Title: Post Sales Customer HandlingCompany Name: Team TaurusLocation: ChennaiSalary: Not DisclosedQualification: Not specifiedJob Description:Team Taurus is seeking an experienced Executive for Post Sales Customer Handling in Kolkata. If you have 2-6 years of relevant experience and possess exceptional customer service skills, this is an...

  • Team Manager

    1 day ago

    Chennai, India 2104 Merative Technologies India Private Limited Full time

    Join a team dedicated to supporting the crucial mission of improving health outcomes. At Merative, you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life...

  • Team Manager

    4 weeks ago

    Chennai, India Opendoor Full time

    Role Responsibilities :Own your team’s performance, constantly finding ways to drive better process and performance amidst rapid scalingWork closely with stakeholders on increasing process efficiencyMonitor key metrics on a daily, weekly and monthly basis and dig into root causes to understand and address emerging trendsManage team performanceManage team...

  • Team Manager

    4 weeks ago

    Chennai, India Cognizant Technology Solutions Full time

    SDM / DGMQualification:Preferably MBA graduates with knowledge of CRM tools, MS office toolsResponsibility:Business / Customer: • Provide updates and submit reports related to own area of work. • Interact with customers (internal / external) to meet process deliverables. • Create status reports for customers (internal/external). • Prepare and report...

  • Team Manager

    10 hours ago

    Chennai, Tamil Nadu, India Hitachi Careers Full time

    Description Business Information:Hitachi Energy is a pioneering technology leader that is helping to increase access to affordable, reliable, sustainable, and modern energy for all. We help to power your home, keep the factories running, and our hospitals and schools open. Come as you are and prepare to get better as you learn from others. Bring your...

  • Business Development Account Manager

    4 weeks ago

    Chennai, India Team Computers Full time

    Job Description: Direct/Corporate sales/Enterprises Sales. Product experience in IT Hardware Servers, PC consumables, etc. Result-oriented, high emotional intelligence, restless, and willing to work under agreed performance and operating conditions parameters. Maintenance and expanding customer base by counseling sales representatives Building and...

  • Sr. Manager – Ideation Team

    4 weeks ago

    chennai, India Larsen & Toubro Full time

    Key Responsibilities We are looking for an Ideation Leader role in the Idea & Incubation department of PT&D – Digital Energy Solutions, located in Chennai. The is a key support function role in the Idea & Incubation Office of PT&D - Digital Solutions, where you will contribute to innovations through futuristic and disruptive Idea generation,...

  • Sr. Manager – Ideation Team

    4 weeks ago

    Chennai, India Larsen & Toubro Full time

    Key Responsibilities We are looking for an Ideation Leader role in the Idea & Incubation department of PT&D – Digital Energy Solutions, located in Chennai. The is a key support function role in the Idea & Incubation Office of PT&D - Digital Solutions, where you will contribute to innovations through futuristic and disruptive Idea generation, idea...

  • Team Manager

    8 hours ago

    Chennai, India Hitachi Careers Full time

    Description Business Information:Hitachi Energy is a pioneering technology leader that is helping to increase access to affordable, reliable, sustainable, and modern energy for all. We help to power your home, keep the factories running, and our hospitals and schools open. Come as you are and prepare to get better as you learn from others. Bring your...

  • Team Manager

    3 weeks ago

    chennai, India Nityo Infotech Full time

    Description , Hyderabad , Job , Level , Location Experience Required 7 - 12 Years Industry Type IT Employment Type Permanent Location India

  • Team Manager

    4 weeks ago

    Chennai, India Nityo Infotech Full time

    Description , Hyderabad , Job , Level , Location Experience Required 7 - 12 Years Industry Type IT Employment Type Permanent Location India

  • Team Lead/team Manager

    4 weeks ago

    chennai, India Nityo Infotech Full time

    CA , COM , CPA , Description , Hyderabad , Job , Level , Location , MBA Experience Required 5 - 9 Years Industry Type IT Employment Type Permanent Location India Expertise & Qualification MBA Finance)

  • Team Lead/team Manager

    3 weeks ago

    Chennai, India Nityo Infotech Full time

    CA , COM , CPA , Description , Hyderabad , Job , Level , Location , MBA Experience Required 5 - 9 Years Industry Type IT Employment Type Permanent Location India Expertise & Qualification MBA Finance)

  • Post Sales

    3 weeks ago

    Chennai, Tamil Nadu, India Team Taurus Full time

    Job Requirements Job Title: Post Sales Customer HandlingCompany Name: Team TaurusLocation: ChennaiSalary: Not DisclosedQualification: Not specifiedJob Description:Team Taurus is seeking an experienced Executive for Post Sales Customer Handling in Kolkata. If you have 2-6 years of relevant experience and possess exceptional customer service skills, this is an...

  • Team Lead

    2 weeks ago

    Chennai, India NielsenIQ Full time

    Job DescriptionRESPONSIBILITIESAct as the main point of contact from Operation Team to internal client services to lead and drive the operational design and delivery of our client offering.Responsible for overall Operations department quality performance monitoring, reporting and analysis by driving an on-going focus and improvement in Right First Time...

  • Team Lead

    2 weeks ago

    Chennai, India NielsenIQ Full time

    Job DescriptionRESPONSIBILITIESAct as the main point of contact from Operation Team to internal client services to lead and drive the operational design and delivery of our client offering.Responsible for overall Operations department quality performance monitoring, reporting and analysis by driving an on-going focus and improvement in Right First Time...

  • Team Lead

    2 weeks ago

    Chennai, India NielsenIQ Full time

    Job Description RESPONSIBILITIES Act as the main point of contact from Operation Team to internal client services to lead and drive the operational design and delivery of our client offering. Responsible for overall Operations department quality performance monitoring, reporting and analysis by driving an on-going focus and improvement in Right First Time...

  • Team Lead

    3 weeks ago

    Chennai, India Careerschool HR Solutions Full time

    Role : Team LeadQualification : Any DegreeExperience : 1 yr exp in Team handlingattrition shrinkageRotational shift withRotational week off Location : AmbatturChennai Salary : Upto 7.5 LPA Based on skillsetResponsibilities: Determining project requirementsand developing work schedules for theteam.Delegating tasks and achieving dailyweekly and monthly...

  • Team Lead

    2 days ago

    chennai, India Careerschool HR Solutions Full time

    Role : Team LeadQualification : Any DegreeExperience : 1 yr exp in Team handlingattrition shrinkageRotational shift withRotational week off Location : AmbatturChennai Salary : Upto 7.5 LPA Based on skillsetResponsibilities: Determining project requirementsand developing work schedules for theteam. Delegating tasks and achieving dailyweekly and monthly goals....

  • Team Manager

    4 weeks ago

    Chennai, Tamil Nadu, India Hitachi Careers Full time

    Description Business Information:Hitachi Energy is a pioneering technology leader that is helping to increase access to affordable, reliable, sustainable, and modern energy for all. We help to power your home, keep the factories running, and our hospitals and schools open. Come as you are and prepare to get better as you learn from others. Bring your...