Posted:22 hours ago|
Platform:
Work from Office
Full Time
Job Summary
10 to 15 years of overall experience with at least 5 years in managing Technical operations leading teams along with knowledge of coding with SQL .
Bachelors degree in Computer Science Electrical Engineering Math or a related quantitative field or equivalent practical experience.
Strong SQL skills are must have
Ability to quickly learn understand and work with new emerging technologies methodologies Ability to work individually and as part of a team Meticulous attention to detail
Responsibilities
Mentor and lead a group of analysts / Team leads / Workflows
Gain understanding across tools to guide and coach team on quality and user experience towards continuous improvement
Perform SQL analysis on trickier issues in order to assist analyst team / engineering in solving them
Identify top issue drivers and escalate to tool owners for proactive resolution
Own the team metrics like TRT TFR Csat and quality
Handle the daily operations of the team like volume leaves shift rotation escalations etc
Own the team metrics like TRT TFR Csat and quality
Perform RCA (Root Cause Analysis) on escalations
Lead & follow P0/P1 issue triaging and escalations
Experience in PLX Dashboards Python Digital advertising customer management Project management skills Stakeholder management skills
Prior experience in a Google Process would be an advantage.
Demonstrated operational abilities. Ability to drive impact in a fast-paced environment while maintaining careful attention to detail.
Effective communication skills with the ability to provide updates to senior executive leadership.
Delivery-focused mindset with the drive to solve complex problems through analytics and structured root cause problem-solving
Demonstrated motivation and interest in making tools that work seamlessly for our sales representatives.
Experience with Quality assessment for technical operations
Ad words work Experience
Cognizant
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