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TL-CX-Multi Channel Helpdesk

TL-CX-Multi Channel Helpdesk

Cognizant

0 years

0 Lacs

hyderābād

Posted:4 days ago| Platform: GlassDoor logo

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Skills Required

reporting report management coordination leadership ethics reports efficiency staffing training scheduling resolve teamwork planning flexibility

Work Mode

On-site

Job Type

Part Time

Job Description

Job Description for Team Leader

Job Title: Team Leader

Reporting to: Team Manager/Delivery Manager, Operations

Objectives

The Team Leader’s objective is to actively lead and motivate a team in accordance with laid down procedures to achieve and maintain requisite standards of quality and productivity. He / she will report to the Team Manager/Delivery Manager, Operations, who will be the first point of contact for any issues, questions, or concerns.

Key Result Areas (KRAs)

Leadership:

2 yrs. of team management experience.

Managing all people related issues coordination with HR and internal leadership as required.
Ability to identify the strengths and weaknesses of his / her team members and provide them with appropriate guidance and direction.
Actively promote the company ethics and create and maintain an environment which encourages retention.
Proactively Identify and implement feasible solutions to address issues which could lead to attrition.

Operations:

Interact with all relevant client stakeholders and ensure all KPI’s are delivered as per the set target.
Prepare weekly/ daily /monthly MIS’s / MBR/ QBR and conduct reviews with client .
Ensure all team members meet or exceed the productivity and quality targets and recommend corrective action necessary for underperformers.
Take ownership of identification and resolution of daily operational, admin and technical issues.
Manage and respond to all client escalations in a timely manner.
Timely and accurate submission of all reports sought by the management or by the business area and ensure prominent levels of internal and external customer service.
Monthly review and suggest revision of the quality and productivity targets based on the team’s performance, to improve overall process efficiency and deliver excellent customer service.
Ensure all trainings are completed for self and teams ,nominate self and team members for additional trainings to improve skillset.
Keep the Manager/ Leadership appraised of member’s needs, staffing issues, technical and performance issues.
Conduct training for new hires as an when required.
Mentor Foreclosure associates while assisting Manager with tasks such as scheduling, meetings, training, and creating a positive work environment.
Assist Foreclosure associates dealing with escalated accounts and ensure necessary steps are taken to resolve them within established deadlines.
Be available to Foreclosure associates when they need assistance.
Meet department standards as they relate to daily productivity metrics.
Perform side by sid quality review for new hires and existing employees.
Assist Foreclosure Manager with review and compilation of investor, insurer, and client reporting requests as needed.
Point of contact for new hires and existing employees
Performs additional projects and duties as assigned by Management.

Teamwork:

Ability to create and maintain an environment that fosters teamwork, in which each member is an eager contributor.
The Team Leader is expected each team member is a functional unit of a very cohesive team and share a close bond with their peers.
Actively participate and encourage participation in Team/ Organizational events.

Continuous Improvement:

Consistent improvement upon current performances and raise the bar of expectations and standards.
Contribution of ideas / suggestions which improve the process efficiency or enhance the way we work.
Encourage and invite suggestions from the team and implement them if found feasible.

Appraisals:

Conduct and document appraisal reviews of the team members on at least a monthly basis.
Provide regular and constructive feedback to individual team members focusing on their performance rather than the personality of the individual, in an unbiased and unprejudiced way.
The Team Leader should be objective and specific while delivering feedback and avoid being general.
To be open and receptive to feedback.

Skill Sets

Good interpersonal skills
Prioritizing and Time Management
Planning and Organizing Skills
Good Knowledge of MS-office / Google sheets, docs, slides, etc
Flexibility to work in different shifts
Acceptability by the team
Good written and verbal communication
Able to meet goals and deadlines in a fast-paced environment
#LI-VS5

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Cognizant

IT Services and IT Consulting

Cognizant

hyderabad, telangana, india

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