Team Manager - Tech Support

Cognizant is hiring for the role of Team Manager - Tech Support!

Responsibilities of the Candidate:

• 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 management to cascade messages from senior management and implement strategies or modifications required for the process based on decisions taken.
• Identify and suggest business improvement opportunities.
• Identify and drive opportunities to enhance service delivery and customer experience.
• Identify cost optimization opportunities.
• Drive business excellence to add value to the client.
• Provide information, educate customers, 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 with the team.
• Ensure adherence to quality norms and processes.
• Ensure individual and 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 and reduce manual interventions.
• Discuss/suggest the way forward, and improvement areas to the customer/process.
• Drive a culture of continuous improvement within the team.
• Drive the team to achieve process SLAs/metrics – productivity and quality targets within the established timelines.
• Conduct analysis, and track services delivered.
• Review process audit findings and take corrective action to prevent negative results.
• Conduct quality checks and periodical reviews for process adherence.
• Handle supervisory calls and report to the manager on performance, status, and any escalations
• Be responsible for day-to-day work, process flows, and constantly endeavoring to lead the team from the front.
• Manage and ensure the resolution of escalations and issues raised by customers.
• Track process spending and highlight variances.
• Interface with other departments to get required assistance or support for the team.
• Manage available resources between sub-processes and ensure that the entire project deliverable is met.
• Engage with other processes to understand and implement best practices.

Requirements:

• Must haves:
  • Speaking English.
  • Services, and support.
• Education: Graduate /Post Graduate – preferably MBA graduates Knowledge of CRM tools & MS Office tools, especially (Excel, and PowerPoint).