Team Leader

Found in: beBee S IN - 1 month ago

Hyderabad, India Cognizant Technology Solutions Full time

TM|SDM|DGM

Qualification:

Education,Minimum Bachelors degree or equivalent practical experience Required

Responsibility:

Stakeholder,Business Management
  • 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 and suggest Business improvement opportunities.
  • Identify and drive opportunities to enhance service delivery and Customer experience.
  • Update trackers Create,Update tickets,service works, update required applications and tools.
  • Act as the first level of escalations and resolve the same to the satisfaction of the stakeholder keep also ensure Process Manager is informed of new issues.
  • Provide updates and submit reports related to own area of work.
  • Knowledge Management,Ensure SOPs are reviewed per the agreed frequency.
  • Maintain proper Cross Training plans.
  • Accredidate associates before moving a resource into production (both new joiner and exisitng associate).
  • Enncourage associates to use various material that are available in the intranet.
  • Review update and maintain VSMs,process maps atleast once an year.
  • Nominate associates for various domain related courses.
  • Customer Relationship Management,Provide information educate customer troubleshoot probe and fix issues.
  • Manage stakeholder relationship.
  • Ensure Team Productivity levels are achieved as per the targets set year on year.
  • Process Improvements and Process Adherence,Provide information educate customer troubleshoot probe and fix issues.
  • Achieve Individual SLA targets set as well the account level collective targets set for the team.
  • Ensure process delivery in the respective groups is as per the SLAs.
  • Complete all mandatory training and certifications for self and team.
  • Implement communication structure to ensure process and procedural updates are shared effectively.
  • Lead and contribute towards process excellence initiatives.
  • Provide detailed status updates on the CTQ (critical to quality)areas.
  • Maintain the cross training tracker.
  • Perform quality checks and ensure error free processing.
  • Maintain SOP's in the process and ensure all changes are being captured diligently with appropriate version controls.
  • Escalate to the management if deviations in the process are noticed.
  • Ensure Utilization is greater than 85% or achieve the targets set by the Organisation.
  • Highlight aging breaks,open tasks to Team leads,Managers on time.
  • People,Team, Provide work direction and guidance to team members,ensure 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.
  • Reporting to the manager on performance status and any escalations.
  • Guide and mentor team members from a process perspective to ensure delivery of SLAs.
  • Conduct team building activities to enhance motivation.
  • Conduct knowledge transfer sessions for new joiners in the team.
  • 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.
  • Manage attrition and absenteeism.
  • Support recruitment efforts for the team.
  • Contribute to and participate proactively in knowledge sharing sessions.
  • Participate and contribute to organizational activities.
  • Provide work direction and guidance to team members.
  • Establish systems and procedures in the team.
  • Groom self and team to support vertical growth.
  • Allocate work and tasks to the team.
  • 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 process training or refresher training if required.
  • 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.

Must Have Skills

  • MS Excel
  • MS Word

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