TL/TM (Ops)
- Cognizant
- 6 - 11 years
- Hyderabad
- 11 days ago
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Job Description
Role & responsibilities
1. Core Function
- Lead a team of associates to ensure exceptional service delivery and operational targets are met.
- Drive performance across all key operational metrics and client SLAs.
2. Key Responsibilities
- Performance Management: Coach, mentor, and conduct performance reviews for team members.
- Metrics Ownership: Ensure the team meets targets for Quality, CSAT, Productivity, and AHT.
- Escalation Handling: Serve as the immediate point of contact for complex issues or customer escalations.
- Operational Adherence: Manage team scheduling (WFM) and ensure strict compliance with policies and procedures.
- Improvement: Identify and recommend process improvements to boost efficiency and quality.
3. Essential Qualifications
- Experience: Proven supervisory/Team Leader experience in a high-volume BPO/Service Center environment.
- Leadership: Strong ability to motivate and manage a large team size (e.g., 15+ members).
- Skills: Excellent communication, conflict resolution, and data analysis skills.
Technical skills - HTML, CSS, Regex, JavaScript or Python and SQL
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Hyderabad+ View Contact
Keyskills: Operations
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Cognizant
Seven Consultancy is a result of the motivation of young entrepreneurship under the guidance of experienced professional from industry. Young entrepreneurs know the recent trends of market. Flexibility of the services has helped Seven consultancy to secure a brand name in the market. So we have acce...
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