Team Leader

Job Summary

Company
Cognizant Technology Solutions India Pvt Ltd
Industry
IT/Computers - Software
Location
Mumbai
Years of Experience
Function
Customer Service/Call Centre/BPO
Posted On
11th Oct 2019
Skills
Team Leader,Knowledge Management,Customer Relationship Management,TM,SDM,DG

Job Description:



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 & suggest Business improvement opportunities.
Identify & drive opportunities to enhance service delivery & Customer experience.
Update trackers, Create/Update tickets/service works/, update required applications & 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 & exisitng associate).
Encourage associates to use various material that are available in the intranet.
Review, update & 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.

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About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.


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