Posted:1 day ago|
Platform:
Work from Office
Full Time
To execute, manage process and drive continuous improvements. The Pod Leads besides being the PoCs for the process and manage a set of people, wil be expected to process cases on regular basis to keep themselves updated with any and al process related procedures. Therefore, the role wil 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 rolouts and conduct refreshers Be proactive in identifying the training needs of the labelers in the team Excelent communication skils Ability to provide direction and guidance to Agents Excelent Process and People management skils Team and Client Management
Cognizant
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