Posted:-1 days ago|
Platform:
Work from Office
Full Time
Off-Phone Activity Management: Schedule and manage non-production activities, such as training, coaching, and team meetings, to minimize their impact on service levels.
Manage & own service level delivery as per SOW of the process.
Maintain RTA staffing as per business requirements.
Create and share reports as per business requirements with ZERO errors.
Ensure RCA (root cause analysis) for SLA deviations (Intraday and EOD) is shared with (Ops/WFM) leadership for review in a timely manner.
Ensure all activities/KRAs are performed by the team with 100% accuracy & without any delays.
Support ADHOC requests per business requirements.
Challenge the status quo and think out of the box to innovate & drive process improvement ideas/projects.
Delivery & Completion of minimum One Project idea (New idea or improvisation in BAU activities) per quarter.
Callout/Highlight any anomalies of the project/process & share it with Ops/WFM leadership.
Effectively manage the stakeholders & ensure zero escalations.
Effectively manage the team & ensure the entire team is cross skilled to avoid single point of failure.
Maintain Integrity and discipline, stay compliant to perform the role as per CTS policies for self & the team
Cognizant
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