Team Lead

hace 2 semanas

Guadalajara, México Cognizant Technology Solutions A tiempo completo

**Team 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**:

- 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

**Employee Status **:Full Time Employee

**Shift **:Day Job

**Travel **:No

**Job Posting **:Jun 30 2023

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