Team Manager

Found in: Talent IN C2 - 2 weeks ago

Bengaluru, India Cognizant Full time

Program Manager - Tech Support

Qualification :

• Education- Graduate /Post Graduate – preferably MBA graduates Knowledge of CRM tools & MS office tools, especially (Excel, PowerPoint)

Responsibility :

Stakeholder/Business Management :

• Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues. • Respond through email and chat. • Provide updates and submit reports related to own area of work. • 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 & suggest Business improvement opportunities. • Identify & drive opportunities to enhance service delivery & Customer experience. • Identify cost optimization opportunities. • Drive business excellence to add value to client.

Customer Relationship Management :

• Provide information, educate customer, troubleshoot, probe and fix issues. • 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. • Seek regular feedback from Customers and communicate to the team.

Process Improvements and Adherence :

• Ensure adherence to Quality norms and processes. • Ensure individual & team SLAs are met on processing transactions (if applicable). • Ensure process guidelines are followed and met as documented. • Initiate and deliver on process improvement projects to improve process efficiencies. • Innovate opportunities to automate & reduce manual interventions. • Discuss/ suggest the way forward, improvement areas to the Customer/process. • Drive a culture of continuous improvement within the team.

Project Control, Management and Review / Program delivery :

• Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines. • Conduct analysis, track services delivered. • Review process audit findings and take corrective action to prevent negative results. • Conduct Quality checks & periodical reviews for process adherence. • Handle supervisory calls and report to 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. • Manage and ensure resolution of escalations and issues raised by customer. • Track process spends and highlights variances. • Interface with other departments for getting required assistance or support for the team. • Manage available resources between sub processes and ensures that the entire project deliverable is met. • Optimum resource utilization through cross training initiatives, buffer management. • Engage with other processes to understand and implement best practices.

People / 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 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. • 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. • Manage attrition and absenteeism. • Support recruitment efforts for the team. • Conduct knowledge transfer sessions for new joiners in the team.

Must Have Skills

Speaking English Customer Service

Good To Have Skills

After Sales & Service (Tech)

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Apr 19 2024

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