Opening For Team managers (Customer support Background)
- Cognizant
- 7 - 10 years
- Chennai
- 2 months ago
- Email to a friend
- Report this job
Job Description
Key Responsibilities Lead multiple TLs/SMEs and their associate teams; own staffing, rostering, and intraday management.
Govern daily operations: queue health, real-time adherence, shrinkage control, occupancy, and SL attainment.
Review performance through huddles, coaching plans, and monthly performance appraisals.
Drive continuous improvement via RCA, CAPA, and Kaizen; standardize SOPs and playbooks.
Manage escalations and critical incidents; ensure timely resolution and client communication.
Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.
Publish daily/weekly/monthly MIS and insights; track SLA risk and remediation plans.
Ensure compliance with InfoSec, data privacy, and audit requirements.
Create reports and presentation for internal and external stakeholders Required Experience & Skills 610 years in Contact Center/BPO operations; 3+ years in people leadership (TL/AM/Manager).
Strong command of telephony, CRM and WFM tools.
Data-driven leader with proven coaching, stakeholder management, and conflict resolution.
Strong proficiency using Google and Microsoft products. Shift Requirements 24/7 rotational shifts; nights/weekends/holidays as per business needs. Work From Office
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Chennai
Keyskills: Team Handling Team Management BPO voice Email Support Non Voice Process Lead Operations chat Team Leading Non Voice
Similar positions
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in