To manage a team and drive performance management along with driving process improvement initiatives.
Must have skills/ qualifications
- Minimum Graduate in streams of commerce, geography, management, mathematics, science, computers or engineering
- 7+ Years of experience in similar environments/ tech companies, including 3 years of managing teams
- Manage teams to deliver on SLA, KPIs and KRAs,
- Responsible for operational efficiency & effectiveness of the teams.
- Ensure the team meets all contractual SLA targets along with helping others to meet the same
- Monitor performance, identify improvement areas, implement action plans and track them to closure.
- Manage metrics and enhance their usefulness by improving correlation with customer satisfaction.
- Manage stakeholder expectations by engaging QC team and Policy Engagement functions.
- Carry out pre-emptive and predictive analysis to improve the issue prevention focus of the process.
- Identify automation/optimization opportunities and develop technical solutions to drive such changes.
- Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation
- Proactively look for process/product improvement opportunities
- Champion RCA efforts and inculcate culture of data driven deep dive analysis in the team.
- Drive workflow and policy/process related change management initiatives
- Conduct annual / bi-annual appraisals
📌 Hiring For TL (Hyderabad)
🏢 Cognizant
📍 Hyderabad
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