Essential Skills & Experience
- Basic understanding of Database technologies
- Solid understanding of service operations and metrics
- Experience with case management systems and dashboards
- Analytical and reporting capabilities
- Stakeholder and communication skills
- Ability to drive process adherence and continuous improvement
- Monitor case flow, quality, adherence, and SLA/SLO compliance
- Perform quality audits and provide structured feedback to agents
- Manage realtime queue performance and workforce adherence
- Deliver onboarding and ongoing technical/nontechnical training
- Support performance management, coaching, and reporting
- Analyze operational data to identify trends and improvement areas
- Act as escalation points for operational or process issues
- Ensure compliance with defined processes, policies, and governance standards
📌 Tech Team Lead GCP Database (Chennai)
🏢 Tata Consultancy Services
📍 Chennai
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