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    Team Manager - Bangalore, India - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Bangalore, India

    3 weeks ago

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    OTHER
    Description

    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)
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