What are the responsibilities and job description for the Telecom Ops-Project Manager position at Cognizant?
Technical Specialist - Ops Lead
Hybrid role in Austin, Tx
Job Summary
The Ops Leader is responsible for the day-to-day activities and guidance of their team members and requires candidates who can set targets implement guidelines and assist with any issues the employees may have. The lead needs to be focused on People Management Continuous Process Improvement and SLA Management. The lead is expected to ensure 100% compliance to SLAs including but not limited to Quality Utilization and Production.
Responsibilities
Excellent written reading & spoken communication skills in English required Language and understanding of local culture
Should have coaching and mentoring experience
Search skills ability to approach problems logically
Excellent people and performance management skills
High degree of problem-solving and analytical skills with strong attention to detail required
Ability to manage multiple tasks and competing priorities effectively under pressure and short time lines
Set a healthy environment in the team and positive mind frame in the individual
Ability to work in a fast-paced constantly evolving environment
Strong understanding of online & digital markets
Proven track record of exceptional performance and high productivity
Excellent client and process management skills
Understanding of the social space (trends influencers engagement things to be cautious of etc.)
Quick learning and understanding of complex processes
Ability to manage critical situations with minimum supervision
Customer service orientation and ability to work in a team
Should be comfortable working with explicit & extremely sensitive content
Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs and shifts
Responsible for managing a team of 15-20 agents making sure daily KPIs are achieved
Mentor and groom the team members as per the career growth options
Managing team who review sensitive content sometimes involving graphic or otherwise disturbing subjects
Motivate and drive the team to ensure timely deliverables
Track and report daily volumes and quality stats to the TM and other stakeholders
Provide performance feedback coaching on the Analysis conducted by the QA
Report and Identify training requirements based on the data analysis for respective teams
Excellent SLA management skills & should have experience in preparing and reviewing RCA
Help improve the defined processes as we create more automation and gather information
Review team on bottom quartile management activities
Coordinate with non-operations team to make sure smooth BAU
TL will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines
Flexible to work in assigned shift timings as per process requirements
4-7 years team handling experience
Program Manager Problem Solver Solution Driven Crisis Handler
Responsible for executing action plans maintaining utilization coaching reporting & day to day ops
Conducts daily/weekly meetings to share business updates
Perform RCA to identify drivers impacting performance
Collaborating with QAs & Trainers to improve team performance
Ensure achievement of SLA targets
Work closely with SMEs on escalations Manage team queue and productivity
PoC for governance & escalations
Driving service delivery best practices SOPs and standardization
Maintain a unified business aligned culture
The TL should be able to display a high level of confidence in ensuring compliance to both Client and Cognizant policies and Code of Ethics. Team Leaders should know about team strategies working with remote teams using technology workplace diversity management styles mediation macro and micro-management.