The following job description in no way states or implies that the responsibilities and duties of this position are limited to those listed below.
PURPOSE: • Manage the Team Leaders and their agents, directly manage their performance, manage staffing in coordination with WFM, drive operations to meet service levels and provide escalation support. This position will be located in Reno, NV.
ESSENTIAL FUNCTIONS:
Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
Coordinate all Service delivery processes and Service Level reporting mechanisms
Handle escalated customer complaints or executive request and utilizes escalations as a method to train and develop staff
Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement
Drive Operations teams to deliver continuous improvement and productivity/quality gains
Flag and escalate business risks timely with proper, proactive follow-up
Provide mentorship, guidance, and career development to members of their team
Identify actionable insights, suggest recommendations, and influence team strategy through effective, timely, and proactive communication
Responsible for hiring new employees: interviewing, selecting, arranging for knowledge training and working with WFM on scheduling the work shifts
Appraise productivity and quality scores and provide regular ongoing coaching and timely specific feedback on employee’s performance to maximize productivity and increase quality
Work closely with Talent Management when needed to address employee’s non-production concerns and/or for corrective action or performance improvements plans
Update GoPerform quarterly and properly notate performance so appropriate performance ratings are given to each direct report
Have a good understanding of the job duties performed by the team members
Maintain physical presence within the team to respond to team member needs
Flexibility to work before or after the regular work shift when business need and team process priorities require
Identify opportunities for improvement in efficiency and customer service and advise Manager of same
Daily, Weekly and/or Monthly reporting of Operation Statistics and team individual performance
Work with team and supporting departments in driving process improvements
JOB KNOWLEDGE, SKILLS AND ABILITIES:
Dynamic leader with experience and passion for managing teams in a fast paced environment, able to deal with rapid change and ambiguity
Strategic thinker with strong analytical and problem-solving skills
Excited to be part of an operations teams, design effective business operations, tackle complex problems, and develop individual team members
Adaptable and energized by a fast-paced environment
Deep understanding of sales operations, contract setup, contract workflows, billing and customer set up activities among other related processes
Experience in managing work with varying volumes and seasonality
Ability to process transactions as needed, in high volume periods
EDUCATION / WORK EXPERIENCE:
5+ years of experience in a back office processing environment
3+ years of people management experience, including managing leaders, and a strong desire to develop team members
Bachelor’s degree, or equivalent.
Ability to process transactions as needed during high volume periods
Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Customer Service
PL1
Required
Domain Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Online/Digital Marketing
NA
Required
* Proficiency Legends
Proficiency Level
Generic Reference
PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
