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Team Manager-Ops

Team Manager-Ops

Cognizant

8 - 12 years

0 Lacs

chennai tamil nadu

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

servicenow salesforce dynamics crm jira ms excel performance management quality management crm applications training needs identification

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As an IT Help Desk Analyst in the Technical Voice process with 8+ years of experience, your main responsibility will be to work in a technical customer support Voice process. You will collaborate directly with product and/or engineering teams to ensure efficient resolution of technical issues. It will be essential for you to use CRM applications such as ServiceNow, Salesforce, Dynamics CRM, JIRA, or similar incident and projects management software for effective case management. Additionally, you will need to quickly learn new skills and interpret new information, products, and features from a customer's perspective. Presenting complex technical information in a clear and understandable manner for non-specialist readers will be a key aspect of your role. Demonstrating excellent customer service skills and the ability to work in a demand-driven environment, prioritizing and managing multiple requests effectively will also be crucial. Effective communication in English will play a significant role in your daily tasks, requiring exceptional written and verbal communication skills, active listening, and effective response abilities. Handling reporting and analysis tasks, particularly in MS Excel, with meticulous attention to detail and a commitment to quality will be expected from you. Additionally, you will be responsible for leading a team, with at least 2 years of team handling experience required. Familiarity with Performance Management, Quality Management, Training Needs Identification, and conducting employee appraisals will be beneficial in this role. Qualification Required: - Minimum 8 years of experience in IT Help Desk Analyst role. - Proficiency in using CRM applications such as ServiceNow, Salesforce, Dynamics CRM, JIRA, or similar incident and projects management software. - Strong communication skills in English, including exceptional written and verbal communication, active listening, and effective response abilities. - Experience in handling reporting and analysis tasks, particularly in MS Excel, with meticulous attention to detail. - At least 2 years of team handling experience. - Familiarity with Performance Management, Quality Management, Training Needs Identification, and conducting employee appraisals. Additional Details: Please note that this role is based in Chennai and operates on a 24/7 shift timing schedule.,

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Team Manager-Ops