Sr. Associate

4 weeks ago

Chennai, Tamil Nadu, 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

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