Specialist - Hyderabad / Secunderabad
- Cognizant
- 3 - 8 years
- Hyderabad
- 11 months ago
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Job Description
Role Objective
To execute, manage processes and drive continuous improvements. The Pod Leads, besides being the PoCs for the process and managing a set of people, will be expected to process cases on a regular basis to keep themselves updated with any and all process related procedures. Therefore, the role will require candidates with a high degree of ownership and process improvement expertise.
Must have skills/ qualifications
- Minimum Graduate in streams of commerce, geography, management, mathematics, science, computers or engineering
- 3-5 years experience (including at least 1 year of managing teams) in similar environments / tech companies
- End-to-end ownership of the team.
- Manage efficiency & effectiveness of the given team
- Ensure the team meets the defined contractual SLA targets
- Evaluate operators performance by assigning quality ratings and provide feedback on errors
- Conduct and coordinate push-back discussions with QCers
- Calculate and publish daily reports review effectiveness and drive governance
- Generate and report insights by performing basic and advanced data analysis
- Perform RCAs and deep dive analysis on repeating/high severity issues
- Contribute to process/product improvement initiatives and work on implementing solutions
- Providing floor support and sharing best practices on product, processes and policy
- Ensure smooth policy rollouts and conduct refreshers
- Be proactive in identifying the training needs of the labelers in the team
- Excellent communication skills
- Ability to provide direction and guidance to Agents
- Excellent Process and People management skills
- Team and Client Management
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & Operations, Role Category: OperationsRole: Subject Matter ExpertEmployement Type: FreshersContact Details:
Company: CognizantLocation(s): Hyderabad
Keyskills: Specialist QCERS KPI TAT Gss Problem Solving SLA SME Non Voice lead Client Management RCA GTA podlead Management Skills CSAT People Management SLA Management
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